LiveVox, provider of the Private VoIP Cloud™, Cloud Switching and contact center applications, today announced that it will join other leaders in the teleservices industry at the 2012 ATA (American Teleservices Association) conference to discuss how Cloud can unify multi-site contact centers and better leverage consumer data to improve global dialing strategies.
Contact center executives have long struggled to reap the synergies of multi-site operations. The standard solution involves convoluted networks of premised-based switching equipment. Because site-based switching was originally designed to service a single location, using them to link across sites has lead to spiraling costs and network complexities that result in operational fragmentation.
Fragmentation has handicapped the ability for contact centers to stay flexible by causing challenges that include caller voice & data disconnects, reporting/visibility limitations and high drop off rates. The addition of multi-channel applications has only added to the challenge.
Cloud presents a new and exciting option. Cloud-switching enabled virtual agent queues provide global sub-second warm transfers and real-time data capture without the cost, complexity and inherent unwieldy architecture of site premised switches.
For more information on unifying multi-site operations through Cloud Switching, click here to view,“How Cloud Simplifies Multi-Site Networks”
“Two decades ago, contact centers set out to leverage cost-efficient labor pools. To do so, they configured their single site-based equipment to service multi-site operations. The continuous stacking of switches has never been a sound scaling method – but until now the only method – and one that is increasingly unsustainable,” says John McNamara, LiveVox’s Chief Marketing Officer. “The Cloud is changing that model in a truly fundamental way – by removing location-based restraints, contact centers can now realize the full potential of a global workforce.”
McNamara will join others in discussing how contact centers can leverage Cloud to improve customer service strategies, better leverage consumer data and adapt to a changing compliance environment at ATA 2012 in Hollywood, FL.
What: A Match Made in Heaven…Actually, The Cloud
• John McNamara, Chief Marketing Officer, LiveVox
• Sasha Gorman, Director of Sales, LiveVox
• Arnab Mishra, VP Products and Solutions, Transera
When: 1:30pm EST, Monday April 30th
Where: 2012 American Teleservices Association, Hollywood, FL
“From effective multi-site routing execution to meeting changing compliance requirements, Cloud is changing the way contact centers adapt and stay competitive,” says McNamara. “The benefits are undeniable and the adoption more rapid than ever. However, questions still remain regarding Cloud and how to best leverage it – we hope our discussion next week will help fill that gap.”
For more information on participating at the 2012 American Teleservices Conference, visit convention.ataconnect.info/.
LiveVox (livevox.com) is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-certified LiveVox platform utilizes a burstable, redundant IP/MPLS mesh to deliver cloud-based switching and highly scalable contact center applications such ACD, predictive dialer, IVR, call recording and business analytics. LiveVox is headquartered in San Francisco.
Transera Communications offers unique, cloud-based software solutions for contact centers that enable better business outcomes for both sales and service operations. Transera’s Adaptive Customer Engagement model allows contact centers to adapt how they engage with customers to optimize the experience while continuously monitoring business metrics. Contact centers that use this model reap tangible benefits: increased sales conversions and order values as well as an improved customer experience. Among Transera customers are Wirefly, AON, Office Depot, TIVO, and Guthy-Renker.
The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. Founded in 1983, the American Teleservices Association (ATA) represents more than 4,000 contact centers that account for over 1.8 million professionals worldwide. Contact centers offer traditional and interactive services that support the e-commerce revolution, provide specialized customer service for Fortune 500 companies, and generate annual sales of more than $900 billion.