Enterprise cloud-based consumer contact solutions provider, LiveVox Inc., has introduced a new feature designed to enable credit and collection organizations to better manage answering machine compliance, while also increasing agent productivity during times of manual and preview dialing campaigns. 

 

LiveVox (News - Alert) is providing these agents with the ability to leave a standard, automated voicemail, even if they are using preview or manual dialing modes. To accomplish this task, LiveVox closes a gap in most companies' messaging compliance strategies. This allows an agent to reach the next customer more quickly, thereby eliminating unnecessary downtime.

 

While agencies already have the ability to leave well controlled and legally vetted automated messages on voicemails and answering machines in the midst of a predictive campaign, dialers have a habit of lacking the ability to leaves messages in preview or manual modes.

 

Agents must then decide and execute messaging content. This approach can be a risk from a compliance standpoint and can also dictate that agents must be higher paid since they are talking to machines instead of individuals.

 

"LiveVox is able to deliver features like this because key components of contact center infrastructure like ACD, IVR, call recording and the dialer come already integrated into our solution. This lets our clients focus on business strategy and compliance management instead of managing and integrating hardware," said Louis Summe (News - Alert), chief executive officer, LiveVox, in a statement.

 

"With new and demanding regulations on the horizon, collection organizations need vendors continually focused on developing and delivering new tools to help them manage change and stay profitable."

 

The ability to leave automated, FOTI-compliant messages even in manual and preview dialing campaigns ensures that agencies can facilitate compliance management through messaging content control. This also increases productivity since the agent can move to the next call easily.

 

There is a huge opportunity cost lost when agents waste time speaking with machines. When you consider the per-minute cost of agent labor, collection organizations spend more than $1 for every manual answering machine message. At the same time, they lose the opportunity to speak with a consumer and expose the employer to significant risk.

 

"Most agency owners would think it crazy and risky to let collectors draft and send their own collection letters," said John McNamara, Chief Marketing Officer, LiveVox. "Letting collectors leave their own voice mails can be just as dangerous.

 

"Leaders need to rethink their messaging strategy to optimize live contacts and drive out dangerous variability. This feature lets managers establish a single point of control to approve and lock down voicemail content much as they have done with dun letter verbiage," McNamara added.

 

In other LiveVox news, the company recently announced the launch of VoIP Agent@Ready, a new solution that delivers sub-second call transfers designed to increase contacts and reduce variable telephony costs. VoIP Agent@Ready is consistent with Internet Protocol/MultiProtocol Label Switching (IP/MPLS) and supports SIP codecs G711 and G729.