Solution improves compliance efforts with 100 percent call recording.
Cloud contact center solutions provider LiveVox announced that First Choice Assets has successfully leveraged its Centralized Call Recording application to rapidly respond to and defend against litigation while decreasing operating costs and increasing revenue.
Challenged with costly upgrades and integrations for its premised-based call recording equipment and increasing compliance expectations from clients and regulators, First Choice Assets turned to LiveVox's PCI-Certified Cloud platform with fully integrated contact center applications that enable Centralized Call Recording.
"Prior to LiveVox, achieving the level of transparency and control that we desired in our recordings would have cost us at least $20,000 to $30,000 per site, and that's before the corresponding integrations," said Neil Walsh, president of First Choice Assets, in a statement. "Given the fluid and complex nature of client and growing regulatory demand, the traditional option was simply not a viable business strategy. With LiveVox's Centralized Call Recording application, we are now able to leverage a comprehensive database of agent/consumer audio to quickly and effectively respond to lawsuits by showing proof-positive that our agents are in compliance, reducing our legal costs by…seventy-five percent."
LiveVox's Centralized Call Recording, part of an integrated suite that includes dialer, ACD, IVR, skills based routing, and business analytics, provides a 100 percent call recording capability that collects all audio recordings, account information, and agent data into a single, searchable, and secure platform (and a single point of integration for speech analytics and other analysis tools.
While implementing LiveVox's call recording application, First Choice Assets utilized an incremental migration path to simultaneously move its multisite operations over to the LiveVox Cloud Platform, reduciing its telephony costs by 50 percent and increasing revenue by 20 percent within the first 90 days.