LiveVox Inc., the leading provider of cloud contact center applications
for multi-site operations, today announced major improvements to its
Compliance Suite. The latest feature, Phone Lock, completes the
compliance seal by eliminating the three most common sources of call
recording gaps: manual dials, inbound calls, and transfers.
Contact centers traditionally face data collection and account
coordination gaps between sites, PBX's and dialers. The latest offering
from LiveVox addresses those gaps.
Unlike calls executed on a dialer, manual and inbound calls leveraging
premise-based technology typically occur on disparate PBX equipment
where call activity is isolated from other essential data elements such
as account information that resides in the CRM.
This traditional PBX recording model not only restricts the ability to
match manual call activity with account/agent information but
consequently handicaps contact centers from leveraging key
account-dependant compliance features such as dynamically retrievable
call recordings or dial restriction controls (e.g. account penetration
and time zone settings).
Louis Summe, Chief Executive Officer, LiveVox, explains, "Given the fact
that virtually every ARM player will be touched by the CFPB, any firm
whose call recording system cannot pass the equivalent of network
penetration testing is leaving their operations fundamentally exposed to
risk. Just like those who seek to find holes in a network, the CFPB will
seek out the gaps in a company's call recording. It is critical to
understand that these historic and often overlooked call recording
weaknesses are a direct result of the often convoluted and disparate
architectures found in large, multi-site contact center operations. No
executive should assume 100% call recording exists until they have
repeatedly and aggressively tested the system for gaps."
With Phone ock, agents are required to match account information with
all manual calls prior to the call launch and all inbound calls prior to
assigning a call disposition, ensuring a comprehensive database of call
activity that is indexed and retrievable on-demand. Further, unlike
historic PBX recording models, Phone Lock ensures that the entire call
path on LiveVox's PCI (Verizon) certified Cloud platform is recorded.
This includes all transfers regardless of call source (inbound,
outbound, manual or predictive), encompassing escalations to supervisors
which are of particular relevance in quality assurance and compliance
Phone Lock is made possible through LiveVox's Cloud Switching platform
that instantly unifies all data, regardless of call origination or site
location. Since LiveVox integrates all applications, including the PBX,
manual and inbound dials can benefit from the same compliance
capabilities as those the dialer initiates.
John McNamara, Chief Marketing Officer of LiveVox and active member of
the ACA and DBA, points out: "Most ARM executives assume or are told
they have 100% call recording. Manually dialed, inbound and escalated
calls are notorious sources of call recording gaps, especially for those
still relying on PBX recording systems. 'Pretty good' data capture for
agent audio used to be sufficient. That is simply no longer the case.
Closing these three call recording pitfalls provides for a significant
peace of mind to our clients. Holes in the recording system, especially
on escalated calls, will increasingly be viewed by clients and
regulators with suspicion."
Phone Lock is part of LiveVox's robust compliance suite that includes:
For more information on LiveVox's Compliance Suite, click
Or to learn more about LiveVox's Centralized Call Recording capability,
LiveVox is the leading provider of cloud contact center solutions. The
patented, Verizon PCI-certified Cloud platform integrates real-time
scalable applications such as ACD/PBX, predictive dialer, IVR, call
recording, business analytics and compliance suite. Leveraging
Cloud-Switching, LiveVox enables capabilities like Virtual Agent Queues,
global multi-site sub-second warm transfers and Centralized Call
Recording. LiveVox is headquartered in San Francisco. For more
information, visit www.livevox.com.
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