Contact Center Solutions Featured Article

October 01, 2008

LiveVox Announces Real-Time Analytic Tool

By Divya Narain

TMCnet Contributor

Hosted-dialer solutions provider LiveVox (News - Alert) has become the first in the industry to offer a real-time analytic tool that provides collections organizations a comprehensive view of dialing strategy effectiveness, agent accountability and productivity gains.

By providing clients with the number of Right-Party Contacts (RPCs) that agents speak to each hour, LiveVox allows collection organizations to adjust their dialing output in real time to maximize agent productivity.

“The RPCs per agent, per hour feature is more than just a convenient reporting tool,” said Michael Orlando, president, Synergetic Communication, Inc. “Understanding this allows our agency to make decisions about boosting or altering our dialing strategy. We’re also able to identify our most productive collectors and track the return we get from investments in hosted technology.”

As per LiveVox data, less than 2 percent of all calls actually reach the right party. Hence, in an optimum environment, for most bad-debt campaigns, collectors should be fielding 8 to 10 RPCs per collector each hour. Fewer RPCs can lead to agent downtime and inefficient campaigns. Owing to the high costs of premise-based dialers, most agencies are able to field only 2 to 3 RPCs per-agent, per-hour, without adding hosted-dialing capacity.

This metric is imperative for measuring true productivity gains in real time. However, hosted, broadcast-technology providers seldom provide this metric to their clients. In addition other hosted-broadcasted providers don’t have automated-call distribution (ACD) capabilities of the LiveVox Agent Desktop feature. As a result, message blasters are unable to control call pacing, leading to abandoned calls.

The Agent Desktop and the RPC reporting tool from LiveVox allows clients to scale dialer pacing to maximize RCPs and minimize abandoned calls. The RPC reporting tool can also monitor right-party calls fielded by all agents in multiple sites around the world, thus enhancing accountability.

“LiveVox continues to develop in a hosted environment the features most needed by the credit and collections industry but formerly offered only by inefficient, cost-prohibitive premised-based dialers,” said Louis Summe (News - Alert), CEO, LiveVox. “'RPCs per agent, per hour’ is the touchstone metric for dialer-campaign efficiency and success. As the only hosted provider to deliver this in real time, LiveVox enables clients to take action and adjust dialing strategies to maximize productivity.”

San Francisco-based LiveVox has become the pioneer in hosted dialer solutions for the credit and collections industry. Major players in the credit, collections, debt purchase and call center industries demonstrated a four-fold increase in their usage of LiveVox hosted dialing and IVR services.

Divya Narain is a contributing editor for TMCnet. To read more of Divya's articles, please visit her columnist page.

Edited by Eve Sullivan

Related Contact Center Solutions Articles

TMCnet Contact Center Solutions Week in Review

For those of you who check the home page of the Contact Center Solutions Community on a regular basis, you know that I spent the past week in Indianapolis at Interactive Intelligence's Interactions 13 event. As a result, it is my hope that you read not only the articles that were written during the event, but also will continue to read next week about more interesting information I gleaned from the company, its resellers, customers and industry analysts. [ Read More ]
05/18/2013

Customer Experience Research: ININ Reveals What Enquiring Minds Want to Know

As a prelude to the closing session of the Interactive Intelligence Interactions 13 event, the company's CMO Joe Staples informed me that some "interesting and surprising" research was going to be revealed. Was he ever correct! [ Read More ]
05/17/2013

The Stockade Group and the Call Center Corporation Merge to Dedicate Resources to Customer Service

The Stockade Group, a provider of telephone and Web-based client outreach services, and the Call Center Corporation, a provider of call center software and technology, have merged to combine their resources and focus on delivering quality customer service. In a time when up brands can lose up to 20 percent of revenue due to poor customer experience, this move is crucial in ensuring customer satisfaction and business success. [ Read More ]
05/17/2013

Commissioner Robert M. McDowell to Join Hudson Institute as Visiting Fellow

Hudson Institute, a nonpartisan policy research organization announced on Thursday that Commissioner Robert M. McDowell will serve as a Visiting Fellow at the organization once he leaves the Federal Communications Commission later this week, the Sacramento Bee reports. [ Read More ]
05/16/2013

[ View all Contact Center Solutions Articles ]

Contact Center Solutions Glossary of Terms

A B C D E F G H I J K L M N O

Featured Whitepaper

Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrierâ€free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

Contact Center Solutions Interaction Analyzer™

Interaction Analyzer™
Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.