In a bid to increase productivity and improve the bottom line of their contact center operations, Credigy, a receivables management service company, turned to voice services provider LiveVox (News - Alert).

 

As the company's international and domestic services operations grew, they required a platform and system beyond a predictive dialer to help them effectively collect funds from debtors.

 

With LiveVox's solutions, like the LiveVox Voice Portal 2.0 and the Agent Presence features, call center agents were able to better manage and register themselves in the system as well as designate their availability to take the next call. In this way, agent productivity was optimized while call wait time was also reduced.

 

Agents were also connected with customers in a much more efficient manner as calls are better paced and sent to the most appropriate agent, rather than to a general queue.

 

The LiveVox solution is IMS-based and built on SIP. The service is delivered on demand and eliminated the need for additional IT support. It also fully integrates inbound self service and outbound contacts on a single platform, making it easier to perform successful collections campaigns.

 

According to a news release, the system also provides the ability to analyze call trends and data.

 

“It was very frustrating for our agents. The system we had in place limited their ability to effectively perform their job. We were losing nearly 40 percent of our calls due to lengthy queues and extensive wait time while agents manually opened accounts and retrieved information. The use of LiveVox’s Voice Portal has brought this percentage down to almost zero,” explained Adrian Levinson, telecom manager for Credigy (News - Alert) in a statement to the press.  

 

 “Now, agents don’t have to spend their time performing a look-up. Instead, pertinent information is presented to them while they are accepting a call, enabling them to immediately have a productive conversation with a customer. And it’s such an adaptable solution; we can ramp up or scale down as needed and only pay for what we’re using.”

 

 

 

 

 

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