IVR

Going cloud/hosted/software-as-a-service, or “SaaS (News - Alert),” as opposed to buying customer premises hardware and software means giving up control, such as not allowing customizations to meet specific needs, right?

 

Not necessarily: if you go with LiveVox’s (News - Alert) hosted dialers. The firm has just released Config Manager, a set of GUI configuration tools which gives contact centers’ IT staff unprecedented control over a multi-tenant, SaaS contact center telephony platform.

 

Config Manager allows contact center IT groups for the first time to configure dialer components via a web-based GUI at the application, platform and infrastructure layers to what it says is 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, the company says, in that the system is built from the ground up with near infinite scalability and rapid deployment with complete geographic independence.

 

Launched in the initial release of Config Manager are the following:

 

·                     WAN Deployment. This easily create and configure new contact centers or dialer workgroups, review and diagnose dialer jobs, and activate voice talents for specific campaign groups

 

·                     Integration APIs. They permit configuration and customization of file input fields, file formats and call result/termination codes for output files

 

·                     Message Editor. This feature permits previewing, listening, testing and validating IVR scripts, viewing IVR flow charts and copy messaging to new contact centers and workgroups

 

Config Manager is materially different, the firm says, from the configuration tools offered by competing systems. Hardware dialers only allow changes to the application layers, predominately through time consuming command line programming or awkward graphic interfaces. Additional releases of Config Manager are planned with enhance functionality.

 

LiveVox packages multiple outbound dialing modes, ACD, inbound/outbound agent blending, the CTI (News - Alert) 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. It 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.

 

 “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,” John McNamara, chief marketing officer, LiveVox, said. “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.”