Speech Technology Magazine

 

LiveVox Upgrades Compliance Suite

The company offers enhanced features to monitor and coach agents.
Posted Aug 19, 2009
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LiveVox is upgrading its automated call distributer (ACD) suite to allow for real time, anywhere monitoring, recording, coaching of call center agents.

The ACD upgrade allows managers to coach agents during calls without the consumer’s knowledge and even take control of calls when necessary.

“Collection industry executives understand the importance of features like monitoring, coach and barge, and call recording for training and compliance,” said John McNamara, chief marketing officer at LiveVox, in a statement.  “A tough consumer economy increases regulatory scrutiny of our industry putting a premium on these tools,”

Among its many features, LiveVox ACD provides optimized pacing that provides an immediate screen pop of consumer information and call transfers with no latency, virtually eliminating abandoned calls and detailed statics on agent talk time, wait time, and, abandoned call rates.

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