Hosted-dialer solutions provider LiveVox has launched VoIP Agent@Ready, a new solution that delivers sub-second call transfers designed to increase contacts and reduce variable telephony costs.

Without an automated call distributor, hosted broadcast providers generate more abandoned calls. At the same time, consumers are transferred into the call center through telephony hunt groups instead of directly to available agents.

Consumer information is passed along to agents through an automated voice that reads account numbers, thereby forcing agents to search CRM or collection applications for the account. As a result, transfers can take up to a minute longer to connect, inflating hosted telephony usage by 20 percent of more, increasing abandon rates as high as 40 percent and losing or alienating valuable right-party contacts.

The lack of an ACD for broadcast providers also ensures they have no visibility into agent availability to receive calls at any given time. Such a set up can result in the systems being dialed too aggressively and consumers are then placed on hold. On the flip side, the system may become too passive and agents sit idle.

With the LiveVox (News - Alert) hosted dialing solution, these transfers are delivered at sub second speeds and rates apply to multi-country, multi-platform, multi-site and even home-based configurations. This capability extends to both consumer-to-agent connections as well as agent-to-agent transfers.

'By delivering a cloud-based inbound/outbound contact solution serviced and continuously upgraded by a team of developers, telephony and call center experts and experienced dialer managers, LiveVox can offer clients a fundamentally more flexible service,' said Louis Summe (News - Alert) ,Chief Executive Officer, LiveVox, in a statement. 'Hosted technology has surpassed the limitations of 'whisper-based' broadcast technology that needlessly consumes billable minutes due to slow transfers and loses precious right-party contacts to abandoned calls.'

A previous announcement enabled call centers with telephony infrastructure that prohibited the integrated of LiveVox ACD to enjoy Agent@Ready to optimize pacing, routing, call blending and reporting. Now, VoIP Agent@Ready connects agents to the ACD and eliminates PSTN access costs.

VoIP Agent@Ready is consistent with Internet Protocol/MultiProtocol Label Switching (IP/MPLS) and supports SIP codecs G711 and G729. Call centers lacking a SIP-compatible IP PBX (News - Alert) or that prefer not to reconfigure their IP PBX to support SIP trunking can use SIP softphones for direct agent connections.

'Right-Party Contacts are too valuable in the current economy or any economy for that matter to lose or abandon calls,' said John McNamara, Chief Marketing Officer, LiveVox. 'High abandons should never be accepted as a tradeoff for added capacity and agent optimization. With LiveVox, credit and collection organizations can pace aggressively to desired agent talk times and abandon rates while leverage full dialer features without the cost and limitations of hardware.'

In other LiveVox news, the company announced in April 100 percent call recording of all inbound, outbound, preview and manual calls with dynamic retrieval options for quick and easy access to recordings.

LiveVox also announced last month upgrades to its custom multi-number dialing strategy suite. Credit and collection call centers can now build dialing strategies of up to 30 numbers per account to better leverage information from skip trace vendors.