LiveVox Announces Analytic Tool for Collection Contact ROI

LiveVox, the leading provider of hosted-dialer solutions, today announced the company has released the RPC Cost Optimizer, an analytic tool that enables credit and collection organizations to see and manage agent and telephony campaign costs.

With the RPC Cost Optimizer, LiveVox has become the first hosted provider to aggregate and organize detailed, agent-level productivity data to show the cost and effectiveness of collection strategy decisions. LiveVox is able to deliver these critical measurements never before offered in a hosted environment because of the ACD integrated into its Hosted VoIP Dialer, giving visibility into agent productivity and call results through termination codes. Coupling the integrated ACD with client-specific result codes allows for insight beyond the ability of even pricey premise-based dialers. LiveVox’s simple price per connected minute, charged in six-second increments with no minimums, finally shines a light on true telephony costs. 

“The opacity of telephony and dialer costs with premise-based operations is galling, appalling and frustrating,” said John McNamara, Chief Marketing Officer, LiveVox. “Even in the hosted environment, minimum billing increments, dual-line charges and set up fees make it difficult for an agency to understand true costs. This is as tough a collection environment as I have seen in my 25 years in the industry. Vendors need to make it easy for clients to understand costs and ROI on their product,” McNamara concluded.

Why Cost Visibility is Critical

Collection executives armed with this data can see how their decisions affect the bottom line, including the cost of every Right-Party Contact (RPC), the foundation of any collection effort. Complete visibility into operating expenses is important to any operation but becomes critical during recessionary times when account volumes and transaction costs increase dramatically.

“LiveVox is the only hosted-provider who can deliver the RPC Cost Optimizer, which proves how critical an integrated ACD is to a hosted-dialing solution,” said Louis Summe, Chief Executive Officer, LiveVox. “Executives now have visibility into the costs and benefits of their dialing strategies and, with the cost of individual RPCs, a critical benchmark to drive efficient operations. Without agent-level analytics, a hosted solution has no way to truly prove its value to the bottom line.”

Variability of “fixed” telephony charges

Obtaining a true assessment of telephony costs, even basic long distance, is devilishly difficult given loop charges, IntraLATA, taxes and other fees. Add fixed telephony costs such as DS3s, T1s, seat licenses and maintenance of premise-based dialers and the opportunity cost of capital in these fixed solutions is monumental for any economic climate, and especially so now. LiveVox replaces these expenses with a per-minute fee that is simple to measure and control.

“Not understanding in real time the cost of a contact is a dangerous way to run a business in good times,” Summe added. “In these trying times, there is much less room for error.”

Included in the RPC Cost Optimizer

• Agent productivity statistics such as talk time, ready time and wait time percentages, RPCs per hour and RPC rates
• Aggregate call data including outbound calls per hour, successful and failed operator transfers and agent connection rates 
• Cost per each RPC

From Data to Results

Data collection is only the first step in reducing costs and increasing productivity. The RPC Cost Optimizer enables collection managers to implement steps that:

• Increase agent productivity by addressing  talk time, call readiness and wrap-up times
• Optimize call pacing to maximize agent talk time while reducing failed operator transfers
• Reduce cost-per RPC by assessing prime-time campaign strategies, automated messaging levels and agent pool size

In head-to-head tests against premised-based dialers, the RPC Cost Optimizer has shown the unlimited calling capacity of the LiveVox Hosted VoIP Dialer delivers twice the RPCs per agent each hour.

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.