LiveVox Deploys Predictive Dialer Account Penetration Analytics
San Francisco, CA --- LiveVox Inc., the leading
provider of cloud contact center solutions, today announced the release of its
account penetration analytics for predictive dialer calling campaigns. Better
visibility into account penetration is important to all call centers but
especially important for those with large outbound portfolios who need the
ability to understand when dialing on the same accounts starts to yield
diminishing returns.
Penetration rates are often a challenging KPI,
because they require the integration of account detail data that typically
reside in the billing system and call result data from the dialer. These reports
can be produced but often require manual, custom reporting projects with a
business analyst. Given the time and expense, call centers may analyze
penetration periodically but not with the frequency to keep pace with changing
conditions.
?LiveVox continues to enhance its platform with the analytics
that our clients need to drive contact priorities and campaign strategies,? said
Louis Summe, Chief Executive Officer, LiveVox. ?Our cloud platform enables
LiveVox to organize real-time campaign results across the multi-site contact
center environment. Our development model is to continue to build reporting
based specifically to client needs.?
LiveVox offers extensive analytics
as part of its integrated
predictive
dialer, ACD, and IVR platform. Reports are accessible to clients on demand
or a scheduled basis to provide critical information on KPIs at an enterprise
level as well as by location, program and agent group.
Features of the
LiveVox Business Analytics Suite:
- Centralized and secure access point
to view real-time and historic contact center analytics regardless of agent
workgroup location;
- Integration with disparate CRM systems used by clients
across a multi-site environment;
- Data available from as broad as the
enterprise level to as granular as the productivity of individual agents;
-
Data provided electronically in virtually any format, frequency or accumulation
specified;
- Report access can be controlled and customized with the LiveVox
role-based security GUI.
In July, LiveVox announced analytics updates
that included contact rate analytics, time zone contact comparisons, workgroup
productivity comparisons and additional dashboards for visual representations of
call result data.
?Penetration is a great way to manage the right amount
of effort put into an outbound portfolio, since both too much and too little are
big problems. ? said John McNamara, Chief Marketing Officer, LiveVox. ?Whether
to comply with client penetration demands, compliance concerns or to determine
the point of diminishing returns during call attempts, these types of analytics
deliver actionable data around calling strategy rather than repeatedly calling
the same numbers without a plan. Agent screen pop is not where integration ends.
The dialing system and the account management system must marry data elements to
deliver real-time penetration.?
About LiveVox
LiveVox is the leading
provider of cloud contact center solutions. LiveVox offers an integrated
predictive dialer,
ACD,
IVR, call recording and
business analytics. The patented, fully burstable LiveVox platform utilizes
carrier IP/MPLS networks and delivers multi-site deployment, routing and
controls. LiveVox is headquartered in San Francisco. For more information, visit
http://www.livevox.com .
Read more