I recently had the opportunity to ask Louis Summe, CEO of LiveVox
, about the company’s on-demand contact center solutions, their customers, and the IP communications space.
LiveVox provides on-demand, voice application solutions integrated with existing systems. The company is a leading contact center carrier
, delivering on-demand inbound and outbound voice solutions.
RT: Tell me a little bit about LiveVox.
LS: LiveVox provides an on-demand voice portal solution that delivers unique capabilities for the billing and collections industry, and offers the only global, multi-site management capability. Companies are no longer restricted to viewing and managing resources within one physical call center location at a time. Rather, management can allocate and manage resources across all locations, including offshore centers and those managed by third-party partners, giving them tremendous flexibility for how they run and optimize their businesses. And with IMS-based applications on a SIP backbone, we are able to deliver our Voice Portal to clients faster and with the lowest total cost of ownership in the market, compared with any network or premise-based solution.
RT: How was the company started?
LS: LiveVox, founded in 1999, focused on outbound collection solutions for the healthcare industry. Leveraging its initial success, the company expanded its product capabilities to include many innovative capabilities for both outbound and inbound voice applications. The company has expanded its reach to address all vertical segments in the billing and collections industry.
RT: Your company claims they have the only tailored on-demand contact center solution. Can you explain this?
LS: Every implementation is tailored to each customer’s unique business requirements. Built using the latest open standards-based development tools, LiveVox is able to rapidly prototype, tailor and deploy applications as a hosted solution.
RT: How does this benefit customers?
LS: Customers have the ability to monitor and make real-time changes to campaigns using a Web-based console. The on-demand architecture of the solution allows it to be deployed without having to remove or replace any existing systems. Each customer can then continue to use or replace their existing infrastructure based on their own strategic plans.
RT: What other customer pains does your company solve?
LS: There are a number of tangible results for our customers: Global, multi-site visibility: Companies have always wanted to see the status of all their resources across all their locations at any given time. However, either the tools weren’t available or IT couldn’t keep up with changes in systems, software and WAN configurations to effectively deliver the information to management. LiveVox changes all that. Its on-demand model provides a unique ability for managers to know the status of all resources worldwide and to re-allocate resources on-the-fly as needed.
Clear path to VoIP migration: LiveVox delivers the clearest path to VoIP migration. Many companies are struggling with how to simplify their IT infrastructures and lower communication costs. LiveVox’s SIP-based platform delivers unlimited capacity that supports both PSTN and IP voice traffic. And because LiveVox bundles telecom transport with its voice applications, customers no longer need to provision and maintain voice applications-related telco services directly from the carriers.
Greater agent productivity: Just one feature within LiveVox Voice Portal, Agent Registration, has accounted for an average 21% increase in agent productivity (measured by how many calls they handle in a day).
Unlimited capacity: Companies have always faced a tradeoff between the cost of increasing call capacity — such as software licenses, servers, phone lines and voice boards — and having enough capacity to keep agents fully productive. Further, some cost is wasted on capacity that is only fully utilized during peak load periods. These restrictions are no longer valid. LiveVox delivers unlimited capacity, allowing customers to run very high-volume campaigns that they previously were unable to execute, offering them greater flexibility on how they want to run their businesses.
No capital expenditures and no upfront costs: LiveVox charges only for voice traffic as it is consumed. There are no servers and software to purchase, integrate and maintain. There are no charges for developing the applications.
Lowest Total Cost of Ownership: LiveVox delivers the lowest TCO when compared with hosted or premise-based solutions. We guarantee it. Customers typically experience significant ROIs, including some as high as 900 percent.
RT: You recently got funding. How will this help you?
LS: The funding will be used to increase market awareness, expand our sales channels and bring on new staffing in both engineering and customer facing resources.
RT: What is the future of contact center technology?
LS: Further adoption of emerging industry standards, such as IMS and SIP, will make it easier for companies to integrate multi-vendor solutions. Migration to VoIP will also be easier, allowing companies to realize some of the change that has been promised in the industry for the past five years.
Video will play a larger role in how service is delivered. Companies will need to deploy solutions that can support multi-media services on demand to the customers and partners.
New technologies that allow a company greater visibility to its global call traffic and real-time performance metrics and new management tools will empower them to negotiate more flexible contracts with third party outsource partners and carriers. Companies will be able to execute real-time arbitrage, easily routing traffic through the lowest-cost carrier or routing calls to the lowest-cost outsource partner at any time.
The role of IT departments will evolve as acceptance and adoption of on-demand solutions continue to grow. The architecture of WANs and LANs will evolve as these on-demand solutions integrate both applications and transport into single platforms.
RT: Where will your company be in five years?
LS: LiveVox plans to become a market leader by capitalizing on the high growth potential as call centers transition from legacy systems to next generation voice applications.