SAN FRANCISCO - (Business Wire) LiveVox Inc., the leading provider of hosted-dialer solutions, today announced the initial release of Config Manager, a set of GUI configuration tools that gives call center IT departments unprecedented control over a multi-tenant, SaaS call center telephony platform. Config Manager allows call center IT groups for the first time to configure dialer components via a web-based GUI at the application, platform and infrastructure layers to the only SIP-based, fully hosted voice solution that delivers outbound, inbound and blended contact campaigns.
LiveVox combines carrier-grade, multi-carrier and multi-protocol VoIP architecture with multi-tenant SaaS contact center application infrastructure. LiveVox is unique in that the system is built from the ground up with near infinite scalability and rapid deployment with complete geographic independence.
“LiveVox is aggressively developing tools that open up multiple layers of a multi-tenant SaaS platform that is already fundamentally different than anything on the market in its ability to scale,” said Louis Summe, Chief Executive Officer, LiveVox. “For call center IT departments, Config Manager will drastically increase control and reduce the time needed to customize and configure new call centers, dialer groups, database integration and campaign strategies through a secure web GUI. As call center infrastructure increasingly resides in the network, LiveVox will deliver technology that is more integrated, flexible and gives greater control to meet business objectives.”
Benefits & Differentiators
Config Manager is materially different than configuration tools offered by competing systems. Hardware dialers only allow changes to the application layer, predominately through time consuming command line programming or awkward graphic interfaces.
Additional releases of Config Manager are planned with enhance functionality. Launched in the initial release of Config Manager are the following:
WAN Deployment: Quickly and easily create and configure new call centers or dialer workgroups, review and diagnose dialer jobs, and activate voice talents for specific campaign groups.
Integration APIs: Configure and customize file input fields, file formats and call result/termination codes for output files
Message Editor: Preview, listen, test and validate IVR scripts, view IVR flow charts and copy messaging to new call centers and workgroups
Capacity & Scalability
LiveVox packages multiple outbound dialing modes, ACD, inbound/outbound agent blending, the CTI layer, customizable data import/export, Web-management, graphical real-time operation monitoring, historical reporting and call recording. The LiveVox platform connects directly to the backbone of the Internet by multiple Gigabyte Ethernet links and supports peering with multiple Tier 1 and Tier 2 IP telephony carriers for unlimited capacity both in terms of concurrent calls and calls-per-second dialing rate. By deploying capacity in such massive scale, LiveVox eliminates capacity issues that surround premised contact center solutions based on traditional TDM trunks.
Due to capacity constraints, account volumes and changing consumer behavior, the credit and collections industry is experiencing a rare technological tipping point as companies increasingly transition to LiveVox from legacy fixed-line hardware. Many of the top industry players are in varying phases of hardware dialer shutdown discussions.
“Maximizing call center agent productivity should never require a trade-off between dialer capacity and the perception that hosted technology leads to a loss of system control,” said John McNamara, Chief Marketing Officer, LiveVox. “Hardware dialers increasingly constrain call center operations, IT resources and client balance sheets with down time, exorbitant maintenance fees and limited line capacity. LiveVox engages both call center IT and operations groups to enable clients to reach performance goals.”
About LiveVox
LiveVox is the first provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.
LiveVox
Mike Sherrill, 917-675-4116
msherrill@livevox.com
