Risk Mitigation Capabilities on the LiveVox Platform

Information security and business continuity. What is Business Continuity?

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

Share this story

LiveVox Platform is Here!

Continuing our commitment to provide our customers with innovative technology for their contact centers, we are excited to announce that LiveVox Platform 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.

Securing Your Contact Center: Strengthening Operations with a Threat Mitigation Platform

In today’s digital landscape, contact centers face increasing threats that can disrupt operations and compromise sensitive customer data. To ensure the integrity and security of your contact center, it’s crucial to implement a robust threat mitigation platform. This advanced technology solution helps contact center leaders proactively identify and address potential risks, safeguarding the center’s operations and protecting customer information.

An effective threat mitigation platform offers comprehensive tools and features designed to detect, prevent, and respond to various threats that contact centers may encounter. It combines sophisticated security measures with intelligent monitoring capabilities to create a robust defense system. By deploying a threat mitigation platform, you can fortify your operations and build a secure environment for agents and customers.

One of the key benefits of a threat mitigation platform is the ability to maximize control over contact attempts. A good platform can automate adherence to the controls you put in place over when and how many times a customer is contacted. You’ll want one that isn’t able to be overridden so you can minimize human error.

A threat mitigation platform should also provide proactive monitoring and alerting mechanisms that notify you of potential security breaches or suspicious activities. By staying vigilant and taking swift action, you can minimize the impact of security incidents and prevent them from escalating into major disruptions.

An ideal threat mitigation platform integrates seamlessly with existing contact center infrastructure, ensuring a smooth transition and minimal disruption to ongoing operations. It works with other security measures, such as firewalls, encryption, and secure payment capture solutions, to create a layered defense approach that leaves no room for vulnerabilities.

Comprehensive reporting and analytics capabilities are another advantage of threat mitigation platforms. They allow you to gain deep insights into security trends, identify potential weaknesses, and make informed decisions to enhance security measures. By leveraging these insights, you can continually improve your security posture and stay ahead of evolving threats.

Let’s boil this down: An effective threat mitigation platform (like LiveVox’s Contact Center Attempt Supervisor) is essential for contact center managers looking to strengthen their operations and protect their customers. By leveraging the advanced capabilities of a threat mitigation platform, you can proactively detect and prevent security threats, ensuring a secure and resilient environment for both agents and customers. Don’t compromise on security—trust LiveVox’s threat mitigation platform to safeguard your contact center’s future.

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.

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

How Will You Use AI
in Your Contact Center?

Learn how top leaders are ranking and prioritizing AI adoption and implementation in their contact centers.

Fill out the form below to download the report:


About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds