LiveVox Introduces "Best Time to Call" Business Analytics Tools

SAN FRANCISCO — LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced upgrades to its business analytics suite that allow organizations to analyze and compare hour-by-hour changes to customer contact rates across time zones with historical trend data. The enhancement allows call centers to create more targeted calling campaigns by focusing efforts on the windows with best chances to secure contacts.

Additional enhancements to the reporting suite allow contact centers to compare the productivity of different dialer workgroups in real time, as well as visually representing campaign results with new dashboard tools.

“Harnessing the massive amount data produced in the modern contact center is crucial to improving customer contact strategies,” said Louis Summe, Chief Executive Officer, LiveVox. “By focusing on feature development, managing infrastructure and tasks like tech support, LiveVox can enable clients to focus their energies on business strategy, client relationship management, compliance and retention.”

New features of the LiveVox reporting suite include:

• Contact Rate Reporting — segments contact rates by hour for view into the contact fluctuations for dialer and messaging campaigns, including file re-queues
• Time Zone Contact Comparison — compares peaks and valleys in contact rates across time zones
• Workgroup Productivity Comparisons — allows managers to compare system statistics (e.g. talk/wrap/ready times and RPC rates) and productivity states (e.g. conversion rates) of separate dialer work groups in real time
• Real-time Campaign Result Dashboards — provides visual representations of call result data, including result  codes
• Billing Dashboards — visually represents detailed campaign billing segments

“The need for call center solutions to determine ‘best time to call’ has always been a symptom of dialer line constraints. Lacking the infrastructure needed to combat declining talk times, managers looked for tools to keep the agents busy,” said John McNamara, Chief Marketing Officer, LiveVox. “Managers are largely freed of these worries because LiveVox provides capacity on demand. Now, with the new reporting tools, managers can better utilize campaign data to run more targeted campaigns.”

About LiveVox
LiveVox is the leading provider of enterprise cloud-based consumer contact solutions. LiveVox offers a patented platform with integrated IVR, ACD, call recording and automated dialing configurable by a single web-based GUI. The carrier-class solution includes web-based multi-site deployment, routing and controls that are pre-integrated with major VoIP standards and carriers, delivering capacity on demand. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.