LiveVox Launches Skills-Based Routing to Drive the Best Accounts to the Right Agents

LiveVox, the leading provider of hosted-dialer solutions, today announced the development of Skills-Based Routing into the LiveVox Hosted Dialer, enabling credit and collection organizations to match their best collectors with the highest value accounts. The release of Skills-Based Routing illustrates the continued dedication to deliver meaningful features to the collection industry previously only offered in expensive, premised-based dialers.

Skills-Based Routing allows managers to designate certain agents, such as those who possess multi-language capabilities or strong collection experience, and link them to accounts that require these qualifications. Account files include these parameters, and when these accounts are contacted they are routed to the appropriate collector by the LiveVox integrated ACD. LiveVox is the only provider to integrate an ACD, which is required to deliver this feature, into a fully hosted dialing solution.  

“The whole game is matching the best accounts with the best collectors,” said John McNamara, Chief Marketing Officer of LiveVox. “Collection organizations can ill afford to send their best piece of business to subpar collectors. The best agencies are incorporating features like scoring and Skills-Based Routing into their dialing strategies to ensure they match their highest potential accounts with their highest rated collectors. Routing a high potential account to an inferior, unmotivated or unskilled collector is a tragedy. An even bigger tragedy is to see highly skilled agents beaten down by call after call with low potential accounts. The opportunity cost is staggering.”

Skills-Based Routing also allows agencies to utilize multi-lingual collectors as a part of blended campaigns, instead of having agents sit idle and waiting for calls that require language capabilities. This allows a more efficient use of labor, an organization’s most expensive resource. Combined with QuickTrace, an automation tool that increases skiptracing productivity 300% or more, and SmartMessage, which tracks callbacks and calculates exact ROI of messaging campaigns, Skills-Based Routing is the third feature announced by LiveVox in less than two months that is specific to the collection industry.

“Every feature we develop is client-driven, underscoring our commitment to arming the collection industry with crucial tools that increase productivity, flexibility and visibility into real-time ROI, which is especially important during this tough economy,” said Louis Summe, Chief Executive Officer, LiveVox. “Our clients are looking for ways to manage larger volumes with fewer resources, have better tools to measure campaign success, and more quickly adjust to a changing business environment. LiveVox is dedicated to helping them by releasing features such as Skills-Based Routing, while allowing them to hold onto precious operating capital.”

About LiveVox
LiveVox is the first provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.