LiveVox (News - Alert) Inc., a provider of hosted-dialer solutions, announced that it has decided to combine dynamic preview dialing with real-time cellular number identification. The move is intended to improve the management of workgroups, dialer lists and account data during preview campaigns.

 

Louis Summe (News - Alert), CEO, LiveVox, said, “The dynamic portion of the LiveVox preview feature is crucial to the integrity of workflow management and data synchronization.”

 

Summe added that the dynamic capabilities of the feature were factors which ensured identical treatment for preview and predictive dialing. In its absence, operations and IT groups would be burdened, as it adds complexity to workgroup segmentation, scheduling, list management and account updates. LiveVox has the capacity and flexibility to meet changing needs, as compliance requirements increase.

 

By default, the LiveVox system is based on predictive dialing. Whenever a wireless number is located, a switch takes place. The integrated preview mode, which uses soft-phone functionality, comes into play. Once the action is taken on the call or the call is skipped, the system goes back to the predictive dialing mode.

 

The dynamic nature of the preview mode ensures that accounts are updated and handled efficiently by a single workgroup. Otherwise, preview and predictive campaigns are worked separately, and this risks contact attempts by each group on the same account.

 

This additional feature helps LiveVox to bring together, for the first time, all outbound, inbound and blending dialer features under a single hosted platform with unmatched calling capacity, scale and control.

 

It is claimed that the preview and manual-dialing features of LiveVox reduce compliance risks with built in time-zone-curfew management, area code/zip code scrubs, and FOTI-compliant messages. Expensive third party solutions are avoided as companies also receive integrated call recordings to meet client mandates.

 

John McNamara, chief marketing officer, LiveVox, while advocating the salient features of the hosted dialer service, compared the traditional way of operation to operating with LiveVox.

 

Speaking at length on premises-based dialers, he said that although these dialers used good reporting, it was largely useless as many calls were launched manually using the phone switch. As call agencies did not have control over preview and manual dials, these contacts were largely invisible in terms of tracking productivity and, more importantly, compliance.

 

McNamara indicated that with hardware solutions being too expensive, it was not possible to provide every agent with a blended station. Putting the past behind him, he said, “Those days are over. There is a better way, and LiveVox delivers it.”

 

LiveVox, which is constantly evolving, recently announced enhanced call recording capabilities to allow recording of manually dialed calls. This would be a boon to credit and collection clients as operating capital spent on third-party call recording packages can be avoided.