Contact Center Solutions Featured Article

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

November 21, 2014

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant Canadian market as well.

In fact, the latter became newsworthy with the announcement that cloud-based contact center solutions provider LiveVox has established a data center in Toronto, Canada in partnership with CenturyLink. The new data center will enable Canadian-focused contact centers to leverage LiveVox’s leading cloud solutions, including the ability to achieve greater levels of security in terms of both redundancy and data management.

It is of note that LiveVox cloud contact center solutions for enterprise operations use a patented PCI-certified cloud platform and redundant IP/MPLS mesh for delivering secure true multi-tenant highly scalable and burstable contact center solutions. These include a comprehensive set of features and functions such as ACD, predictive dialer, IVR, centralized call recording, business analytics and compliance suite.

Commenting on the new center, Randy Nelson, VP of Technical Operations, LiveVox stated, “We were able to launch a secure, fully operational cloud-based data center within 8 weeks. The rapid deployment of our Canadian center highlights the maturity of our DevOps methodology and cloud application framework that LiveVox developed to support its growing client base. That deployment timeframe is almost impossible with traditional on-premise approaches. In addition, we provided a unique option for SRTP connections to agents, helping make secure plug-and-play aspirations for contact centers a reality”.

The stressing of security comes at a time when all aspects of protecting confidential customer information, preventing fraud, and assuring compliance are top of mind for contact center administrators.  It is why LiveVox in making the announcement put a firm emphasis on security.

The Class A data center in Toronto operates without single points of failure which means a high level of redundancy. And, that is just the start. Additional security options include encryption-at-rest for all transactional/reporting data and SRTP connections over existing data networks.

The second capability SRTP (Secure Real-time Transport Protocol) according to the company is becoming important as it provides a secure location-agnostic, plug-and-play option for contact centers to access LiveVox’s cloud contact center platform via the Internet. What this will mean for customers is having a faster and easier ability to deploy agent workstations, avoid purchasing dedicated hardware lines or using MPLS tunneling, all of which translates into both cost savings and high levels of data security when that data is on the move.

LiveVox is also promoting as part of the new data center opening not only full contact center solutions functionality but also its compliance tools, which includes 100 percent call recording, cell phone applications and account penetration settings. In fact, these tools and other developments have broad applicability across several verticals as witnessed by their showcasing at the 2014 RMA (Receivables Management Association of Canada) Conference which was held November 19th-20th.

The cloud and security have been two areas that historically have raised questions in the minds of those looking to upgrade their contact center solutions. As noted at the top, the cloud has significant momentum as use cases continue to demonstrate it value regardless of company size, capabilities desired or regions served. And, as the LiveVox announcement shows, security is being addressed in a significant manner as well. 

Edited by Maurice Nagle