Outbound contact centers can now utilize HTI to deliver customized, single-click, single texts to customers while remaining in compliance with TCPA regulations and the CFPB’s Reg. F
SAN FRANCISCO, CA – July 12, 2022 – LiveVox, Inc. (“LiveVox”), a leading cloud-based provider of customer service and digital engagement tools, has announced a new feature, called Human Text Initiator (HTI), as part of their U17 platform update. HTI takes all the familiar and reliable features that LiveVox brought to outbound dialing with its Human Call Initiator (HCI®) functionality and delivers those same benefits to their SMS and MMS channels, allowing organizations to send out text messages at scale while helping to keep those campaigns in compliance with TCPA regulations and the CFPB’s Reg. F. The new HTI functionality offers compliance-focused organizations a significant competitive advantage in reaching as many contacts as possible while reducing the risk of potential fines and lawsuits.
As organizations in the accounts receivable management space face a certain level of uncertainty in the market amid the implications of the TCPA regulations and the CFPB’s Reg. F for outbound engagement, HTI can be utilized to substantially mitigate compliance risks, such as those relating to wrong number lawsuits. With single-click, single-text activation for contact center agents as a part of LiveVox’s blended omnichannel, single pane of glass approach, HTI reduces the risk of compliance issues caused by multi-text applications. Use cases for HTI include, but are not limited to:
- Payment reminders
- Delinquency alerts
- Contact center volume deflection
- Letter replacement.
“With the continued adoption and increased proliferation of smartphone usage in today’s digital environment, we developed HTI to ensure our customers are able to engage with consumers in a personalized, compliance-minded manner, on their channel of choice,” said LiveVox CEO and co-founder Louis Summe. “Just like we did with HCI, HTI allows contact center managers to develop customized SMS campaigns to deliver better digital customer experience and increase self-service capabilities while also remaining compliant in the face of increasing regulation.”
With HTI, now even organizations in highly regulated industries where TCPA and the CFPB’s Reg. F compliance is always a concern can use text messaging to provide better communication options and achieve significant cost savings. LiveVox customers are rapidly adopting digital messaging strategies to raise their competitive advantage and have already begun to see success with HTI, achieving a 90 percent read rate on texts sent through the system. There have also been increases in customer self-service rates and inbound voice traffic for payments-related issues.
LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.
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