LiveVox Releases Centralized Call Recording and Speech Analytics

LiveVox, a provider of cloud contact center solutions, has launched the Centralized Call Recording application, a 100 percent call recording capability that collects all audio recordings, account information, and agent data into a single, searchable and secure platform, enabling contact centers to also better leverage enterprise-wide speech analytics.

"Technology, client expectations and government mandates are converging at a point where the gathering and retention of all agent-consumer audio is the norm," says John McNamara, LiveVox chief marketing officer and contact center executive. "If there are gaps in the audio data collection fence, true compliance is a myth. Just as financial postings and letter history are part of the record retention expectation, so shall agent audio," McNamara predicts.

LiveVox's PCI-DSS, third-party certified (Verizon) Cloud platform with Cloud Switching enable global virtual agent queues that unify all voice, data, and agent information, thus, providing clients with 100 percent call recording that is dynamically retrievable- regardless of call origination, site location, or calling mode (manual, preview, predictive, inbound).

Further, because speech analytics is built upon audio recordings, adopting speech analytics based on a centralized call recording is significantly simplified and more effective.

Benefits of LiveVox's Centralized Call Recording include the following:

  • Ability to integrate with virtually any SIP-PBX and all dialing modes;
  • Automatically links recording with agent info/ call details;
  • Real time monitoring of all systems;
  • Richly indexed, real time searchable database;
  • PCI certified storage infrastructure;
  • Single point of integration that simplifies migration; and
  • Open API's enable integration with any application  and rapid deployment.

Louis Summe, CEO of LiveVox, explained: "Legacy based networks with site-restricted technology struggle immensely to accomplish what we can offer instantly. At the core is the simple inability of legacy architecture to exist as a centralized and agile technology. When it comes to managing compliance, this translates to a fragmented and insufficient capacity to secure and maintain 100 percent call recording or effectively use speech analytics."

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