LiveVox, Inc., the leading provider of cloud contact center solutions, today announced that Chief Marketing Officer, John McNamara will be leading a team of experts in the Accounts Receivables industry at the DCS (Debt Connection Symposium) 2012 conference. The panel will discuss how technology is helping contact centers better manage for stricter compliance regulations with seamless call recording and speech analytics. In a separate panel, experts will share best practices learned through real life experiences in disaster recovery and business continuity.
Now more than ever, contact centers are seeking technology to adapt to increasing client expectations and a tightening regulatory environment. Uncertainty around the role of the Consumer Financial Protection Bureau (CFPB) is one example driving the need for robust solutions that are highly nimble, elastic and quickly deployable. Disaster recovery needs are yet another driver.
Call recording and speech analytics are prime examples of these deployments. For most, achieving 100% call recording not only requires the purchase and installation of call recording equipment at each site, but even more difficult is the compounding complexity of integration into existing topology, leaving most businesses with dangerous recording gaps and an inability to properly code and retrieve talk-off’s. As a result, implementing speech analytics – which is directly tied to call recordings – is made near impossible or at the very least, unsustainable. LiveVox’s Cloud platform eliminates 95% of these issues automatically.
According to McNamara,“Speech analytics is fascinating. It’s top of mind for every tech buyer in the ARM space. Compliance is a key motivator. True compliance is difficult unless you can capture all agent/consumer audio and monitor it. You can either boil the ocean by listening to every call manually and go out of business, or rely on a tiny sample and face the compliance risk. Speech analytics is the right technology at the right time to manage compliance and performance challenges.”
McNamara will lead two panels of experts in discussing the latest on how contact centers can leverage Cloud for voice analytics and develop disaster recovery solutions this September at DCS 2012 in Las Vegas.
What: Technology: Disaster Recovery
Todd Langusch, CIO, Asset Acceptance
Mark Naiman, Absolute Resolutions Corporation
When: 3:30pm – 4:15pm EST, Wednesday Sept 12th
What: Technology: Voice Analytics, Recording Tools and Techniques
Joe Burch, Accounts Receivable Management, Inc.
John Bedard, Bedard Law Group, P.C.
Ryan Schimmel, CBE Group
Chris Straiter, Sentry Credit, Inc.
When: 4:15pm – 5:00pm EST, Wednesday Sept 12th
McNamara explains,“Whether or not it be responding to natural disasters or leveraging speech analytics, Cloud is presenting a whole new realm of operational possibility – this is especially true for multi-site contact centers. I am proud to be part of a group of experts from all sides who have real-life experiences about using Cloud and can share their lessons learned and best practices.”
For more information on participating at the DCS 2012 Conference visit dcs2012.com/.
LiveVox (livevox.com) is a leading provider of fully integrated Cloud contact center solutions. Applications include ACD/PBX, Dialer, IVR, Call Recording and business analytics. LiveVox’s PCI-Certified (Verizon) platform, LiveVox enables capabilities like on-demand global virtual agent queues with sub-second warm transfers, comprehensive compliance suite, enterprise-wide skills-based routing and incremental migration paths. LiveVox is headquartered in San Francisco.
Resource Management Services, Inc. (RMS) has provided collection and recovery consulting services and vendor management expertise to credit grantors. Widely recognized as a leader and innovator in the collection and recovery industry, Resource Management Services, Inc. focuses on supporting their client’s goals of minimizing risk while collecting on delinquent accounts. Whether creditors are collecting with internal efforts, or through partnerships with outsource providers and other industry vendors, Resource Management Services provides the client with reliable, insightful and innovative consulting services, compliance oversight and a concentration on achieving improved returns from delinquent and charged-off accounts.