LiveVox's Centralized Call Recording Providing Benefits to First Choice Assets

By Rahul Arora

TMCnet Contributor

 

LiveVox (News - Alert) Inc., a provider of cloud contact center solutions, recently announced that its Centralized Call Recording has benefited First Choice Assets by defending the company against litigation while simultaneously decreasing operating costs and increasing revenue.

LiveVox's call recording application is able to record 100 percent of all outbound or inbound calls without the need to purchase an expensive third-party recording application. LiveVox delivers secure storage and flexible retrieval options allowing businesses to have quick and precise access to each recording. Wuth the solution, First Choice Assets reduced their telephony costs by 50 percent and increased revenue by 20 percent -- all within the first 90 days.

According to Neil Walsh, President of First Choice Assets, "Prior to LiveVox, achieving the level of transparency and control that we desired in our recordings would have cost us at least $20k-$30k per site - and that's before the corresponding integrations. 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 were not only able to avoid going down the standard CapEx and integration rabbit hole, 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 an incredible 75 percent."

According to John McNamara, Chief Marketing Officer, LiveVox, "As clients and regulators such as the CFPB demand transparency, businesses are looking for ways to safeguard their operations and implement best practices while avoiding large capital expenditures and complex integration projects. For multi-site contact centers, Cloud is proving to be the market's answer to a fluid regulatory environment and tightening cash flow. I am delighted that we could assist Neil in his mission."

In related news, LiveVox's CMO, John McNamara, has been selected as chairman at the 2012 Financial Services Credit & Collections Conference (FSCC) in Scottsdale, AZ. With a heavy focus on the regulatory/market environment, operations and technology trends, this year's conference includes key speakers from the CFPB (Consumer Financial Protection Bureau), OCC (Office of the Comptroller of the Currency) and Thunderbird School of Global Management.