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New Risk Mitigation Capabilities on LiveVox Platform 4

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November 30, 2016
By: LiveVox

LiveVox Platform 4 is Here!

Continuing our commitment to provide our customers with innovative technology for their contact centers, we are excited to announce that LiveVox Platform 4 will be Generally Available in mid-December. This new version adds some exciting features as well as enhancements to existing capabilities to empower users to do more with far less effort.

The LiveVox cloud platform enables us to deliver innovation quickly and consistently every quarter. We listen closely to customers’ operational issues and requirements and also track regulatory trends to define our product features and the priorities for the next release. Our goal is to allow you to seamlessly enjoy and simply deploy the latest innovations to your business.

Why Upgrade to this New Release

We have added over 40 new features and enhancements in the latest release encompassing platform components such as Automatic Call Distributor (ACD), Reporting, Job Scheduler, Call Recorder, Queuer.

These features offer a significant upgrade to your current call center operations. We strongly believe that these features will provide a significant competitive advantage for you to grow your business. We have categorized key features based on the benefits they offer.

  • Enhanced Risk Mitigation Capabilities
  • Higher Level of Efficiency
  • Simplified User Experience

In this three-part blog series, we will discuss each of these categories and highlight the key product features in each category.

Enhanced Risk Mitigation Capabilities

In the first part, let’s take a closer look at some key capabilities that will make the greatest impact towards risk mitigation.

Call Recording Storage and Report Enhancements to Streamline your CFPB Compliance Audit Response Efforts

There are two major enhancements to the call recording feature. Firstly, users can now request to have different call recording retention periods set at the service level rather than just one retention period at the client level. This granularity for call recording storage increases flexibility and control while allowing easy retrieval of call recordings, stored at different service level portfolios, for audit purposes.

Secondly, the call recording report enhancements allow clients to search call recordings up to two years in one query. Also, users are now able to enter multiple accounts in a single search with the Account & Call Recording Lookup report. Expanding these capabilities on call recording searches will significantly reduce the effort to provide a regulatory agency (for example, the CFPB) or a creditor with the data they require.

Secure Payment Capture upgrades to meet PCI Compliance Requirements

Secure Payment Capture was upgraded so that callers can enter their checking or credit card information during an agent call, yet that data is not retained within the call recording or any other logged data. Moreover, this upgrade also restricts agents’ exposure to sensitive payment information by not displaying it on their screen. These changes are oriented toward PCI compliance. *Additional cost may apply.

Manual Dialing Management Tools Automate Zip/Area Mismatch Checking and Other Risk Factors

On Platform 4, Zip/Area Mismatch services have now extended from campaign capabilities to Manual services. This feature ensures the Zip/Area Mismatch protection applies even when an agent dials a number, in order to mitigate risk. The feature supports all Zip/Area Mismatch logic options: Dial-Time, Dial-Time Optimized, and the latest enhancement option of Dial-Time Overlay. If the phone number is found to be outside of the allowed calling time window and depending on the Zip/Area Mismatch logic used, either the call will not launch and an Agent will be prompted with an error message, or the call will be moved to the Safe Time Zone bucket.

Platform 4 also introduces a new configuration option that blocks manual calls if the Account number is not in Contacts. This feature ensures that agents are only attempting valid Account numbers as verified by Contacts data.

We hope that this blog post was helpful in describing some of the improvements towards risk mitigation. Stay tuned for our next two blog posts in the series to learn how Platform 4 can help you achieve new efficiencies and simplify the user experience.

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