Credigy Selects LiveVox Voice Portal 2.0 for Agent Management Capabilities
LiveVox Provides Innovative Tools to Better Connect Credigy’s Global Agents and Customers
SAN FRANCISCO, CA, ATLANTA and CHICAGO — (July 25, 2007) — LiveVox, an on-demand voice portal company, today announced Credigy, a receivables management services company, as a new customer for its Voice Portal 2.0 platform.
With operations in the United States, Puerto Rico and Brazil, Credigy found its current predictive dialer solution did not offer all the flexibility and capacity required by the company to effectively collect funds from debtors. In less than two months, Credigy transitioned its U.S. operations to LiveVox’s Voice Portal 2.0 solution and is now experiencing a 35 percent increase in successful agent connects and resulting collections.
“What really sold us on the LiveVox solution was how the system tracks availability for each agent and presents customer data to the agent at the time the call is answered,” said Adrian Levinson, telecom manager for Credigy. “We compared an on-premise solution to LiveVox’s hosted application, as well as looking at other outsourcing vendors, and there was no comparison. The difference is like water and wine. Now, agents do not have to spend their time performing a look-up. Instead, pertinent information is presented to them while they are accepting a call, enabling them to immediately have a productive conversation with a customer,” adds Levinson.
LiveVox’s Agent Presence feature helps to improve call center agent management capabilities, allowing call center agents to register themselves within the system and designate their availability to take the next call. Using an algorithm that intelligently balances outbound and inbound call volume, average call times and agent availability parameters, the system automatically paces outbound calls to optimize agent productivity and minimize call wait times. Calls are then directed to the most appropriate agent, rather than to a general queue, based on availability, skills and routing rules set by management for each campaign.
“Prior to using LiveVox’s Voice Portal, Credigy’s agents were losing nearly 40 percent of their calls due to lengthy queues and extensive wait times. The use of LiveVox’s Voice Portal has brought this percentage down to almost zero,” said Louis Summe, CEO of LiveVox. “In addition, with our solution, agents are held accountable for each call, providing even more incentive for them to provide an overall positive customer experience.”
Customization remains a key quality of the Voice Portal 2.0 as each application is uniquely tailored for each client’s specific needs. With greater returns on investment (ROI) than premise-based or network-based solutions, LiveVox does not require the purchase of premise-based equipment and its Voice Portal 2.0 can be seamlessly integrated with any legacy equipment. LiveVox’s unique architecture results in lower telco costs and fewer lines per agent. With no upfront license fees or integration costs, the company continues to differentiate itself by delivering the industry’s lowest total cost of ownership (TCO). For information on a trial deployment of the LiveVox Voice Portal 2.0, please visit http://livevox.com/pilot_deployment.asp.
LiveVox will be exhibiting at ACA International’s 68th Annual Convention & Exposition (booths 118/120 in Chicago, July 25-28). Additional information on the event can be found at www.acainternational.org.
About LiveVox, Inc.
LiveVox, Inc., an on-demand voice portal company, provides hosted and tailored voice services focused on the collections industry. With proven expertise in the collections industry, LiveVox developed its standards-based solution to help clients increase collections by optimizing agents’ time. As the only tailored on-demand contact center solution, the LiveVox Voice Portal fully integrates self service/inbound contact, outbound contact voice applications, agent registration/presence and skills editor with a superior level of account reporting and analysis. LiveVox’s technology enables for extremely rapid deployment and real-time business updates as business priorities change with virtually no change to the existing infrastructure, vs. the lengthy time-frame and disruptions that call centers encounter when dealing with traditional, premise-based hardware and software systems. LiveVox clients experience an average cost-savings of 50% and realize 100%-900% returns on investments through reduced toll-free and fixed T1 costs, improved agent efficiency and pay-as-you-go pricing, with no monthly minimums or up-front costs. For more information, please visit www.livevox.com.
Credigy is a provider of receivables management services on both a domestic and international basis. Credigy specializes in the purchase and servicing of distressed receivables and has developed a unique web-based servicing platform that allows it to manage accounts through the entire recovery lifecycle. Credigy was founded with the objective of building a fully integrated consumer receivables management company that can address many of the inefficiencies inherent in the servicing, collections and debt purchasing markets on a global basis.
LiveVox, Inc., LiveVox Voice Portal and the LiveVox logo are trademarks or registered trademarks of LiveVox, Inc. All other trademarks are the property of their respective owners.
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