LiveVox made enhancements to their VoIP Dialer to enable credit and collection organizations to navigate increasing regulatory scrutiny by executing and monitoring compliant campaigns.

At the center of LiveVox's compliance-oriented feature suite is Agent Desktop 2.0, powered by an integrated Automatic Call Distributor in a true hosted environment, and Campaign Manager 3.0, which brings controls, list management and reporting formerly only available in expensive premise-based dialing solutions. Agent Desktop tracks real-time agent availability to control and refine call pacing and call routing, reducing hold time and abandoned calls. Furthermore, Agent Desktop sponsors environments of true agent accountability, with RPC/Hour/Agent reporting in real time.

In early 2007, LiveVox became the first to offer a direct agent interface and replicate dialer functions in a true hosted environment with Agent Desktop, which is currently used by more than 10,000 agents.

As part of its commitment to the collection industry, LiveVox continues to enhance its VoIP Dialer to address its clients' regulatory challenges. Collection agencies have benefited from higher account volumes, but the tough economy has also brought increased consumer complaints, recent litigation around calling cell phones and investigations into lending and collections practices.

In addition to allowing the highest possible agent productivity with the lowest possible abandons, Agent Desktop and Campaign Manager facilitate the following critical compliance functions:

• RPC Opt In: Connects only right-party contacts who choose to speak with your agents. Coupled with the intelligent call pacing of Agent Desktop, RPC Opt In sets the stage for productive and compliant dialogues.
• Cell Phone and "Do Not Call" Scrub: Analyzes numbers and subtracts those identified as cell phones, on "do not call" lists or others prohibited by regulations or agency policies.
• Time-to-Call Settings: Facilitates compliance by enabling managers to build campaigns that adhere to time-to-call laws.
• Supervisor Monitoring & Escalation: Allows supervisors to listen to calls with simple point-and-click access, as well as allows supervisor transfers or agent-debtor conference calls.
• Call Recording: Store critical consumer contacts for compliance, quality assurance and training purposes.

The enhanced VoIP Dialer features now part of Agent Desktop assist clients in complying with state and federal collection laws and are provided at no extra charge.