Purpose-Built to Mitigate Risk
Simplify how you manage risk for TCPA, CTIA, CFPB, PCI, and other regulatory considerations.
The right solutions to address changing CFPB rulesOn October 30 and December 18, 2020, the Consumer Financial Protection Bureau (CFPB) published new regulations for the collections industry, and the clock is already ticking to get ready for the implementation deadline. LiveVox offers the right solutions to address these new rules—helping you to mitigate risk and maximize your contact center’s focus on compliance. With our tools, not only can you make compliance a top priority, but you can also make your operations more productive and efficient. It’s a true win-win.
- Control contact attempts with Phone Dial Attempt Supervisor (PDAS)
- Manage consent and revocation with Unified CRM
- Monitor agent interactions using advanced AI with SpeechIQ®
- Use digital channels to increase the chances of contact beyond calling.
A battle-tested approach to TCPALiveVox helps you build a fortified TCPA risk mitigation approach using technology and consent management. Unlike other cell phone outreach solutions, our approach to risk mitigation has been successfully vetted in the courts. With LiveVox’s TCPA focused dialing solution, Human Call Initiator® (HCI®), you can:
- Benefit from a 11-0 court ruling record
- Address the highest levels of TCPA requirements
- Achieve hardware and software separation of your outbound dialing systems
- Ensure human intervention for effective risk mitigation
- Streamline consent management.
Embedded multichannel consent management
Take the complexity and manual effort out of managing consent. LiveVox has embedded consent management functionality across all channels, unifying customer preference fluctuations with capabilities such as:
- Pre-defined email with mandated opt-out links
- SMS templates with CTIA-keyword opt-outs
- Real-time unsubscribe account-level consent updates
- Embedded consent management on an agent desktop.
Learn more about LiveVox’s approach to omnichannel consent capabilities.
Comprehensive contact attempt controls
Managing contact attempts can be incredibly complex. You have to account for a variety of factors that span regulatory requirements and shifting consumer preferences. LiveVox provides comprehensive contact attempt controls that span:
- Zip code mismatch
- Max dial attempt settings by account
- Max dial attempt settings by phone
- Time zone settings
- State dialing settings
- Cell phone scrubs
- Do Not Call (DNC).
Learn more about LiveVox’s contact attempt controls.
Complete quality and compliance analysis
Always be on top of quality and compliance as 100% of interactions in your contact center can be automatically monitored, analyzed, and scored by advanced AI. Be promptly notified of regulatory risk, customer dissatisfaction, or anything that is important to your business.
Learn more about LiveVox’s speech analytics capabilities.
Best Practice Video
5 Ways to Reduce Risk with Speech Analytics
Learn how contact centers are leveraging speech analytics to simplify and automate risk mitigation.
Payment data security made easier
Meeting compounding PCI requirements means tackling encryption, data storage, and call/screen recordings—an expensive undertaking. LiveVox’s cloud platform continues to maintain its PCI-DSS QSA certification amid rising audit requirements. In doing so, LiveVox offloads a significant cost and resource burden for contact centers that process payments.
Learn more about LiveVox’s Secure Payment Capture feature.
A proactive approach to STIR/SHAKEN
At LiveVox, we’ve been actively engaged in STIR/SHAKEN preparations for more than three years. For example, LiveVox has already obtained the necessary Operating Company Number (OCN) status ahead of the June 2021 deadline. LiveVox can help you:
- Understand and implement best practices to stay ahead of STIR/SHAKEN issues
- Proactively monitor Local Caller ID (LCID) effectiveness and impact on contact rates
- Provision new LCID packages with verified phone numbers.
Learn more about how LiveVox can help you prepare for STIR/SHAKEN.
Industry thought leaders
LiveVox has over 20 years of experience supporting contact centers in highly regulated segments with the tools and best practices they need to successfully navigate shifting regulatory requirements. Clients benefit from our wealth of knowledge as they develop their own risk mitigation strategies.
Read about some of these insights by exploring our thought leadership section.
“Knowing that LiveVox offered the most battle-tested manual- intervention outbound platform on the market meant we could mitigate risk across the board from a voice perspective. But the risk mitigation factor didn’t stop there. We’d be delivering a positive customer experience within the confines of established consent across every channel.”
VP, Strategic Development, Business Servicer
“With complete visibility and control across the customer journey …. we are able to ensure we respect the customer’s channel preferences while leveraging customer behavior data to drive more pro-active and intelligent strategies across new channels. As a result we saw an increase of ~50%* in year over year revenue.”
Director of Operational Strategies, Business Servicer
“With LiveVox’s platform, all-of-a-sudden, we were not only compliant with the number of attempts we are doing day-by-day, but we also became compliant at a regional level. Now we can easily keep up with the different rules and restrictions imposed by each state and remain compliant.”— Senior Director of Operations, Financial Services Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform
“We’ve hit the highest compliance rates we’ve ever hit and our bank loves that.”— Senior Director of Operations, Financial Services Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform
Learn about LiveVox’s customer engagement platform
Download this brochure for a comprehensive view of LiveVox’s capabilities.
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.