LiveVox Products | Outbound Voice

Human Call Initiator (HCI®)

HCI® is a battle-tested, TCPA-focused outbound dialing system that enables you to reach cell phones confidently and efficiently—reducing regulatory risk while also improving productivity over manual 10-digit dialing, so you can open new contact opportunities and bring in more revenue.

Industry-Leading Outbound Performance & Compliance-Focus

Productivity meets compliance

Backed by an unbeaten 12-0 record in the courts, HCI® delivers two benefits in one package: effective risk mitigation and efficient agent performance, without any need for tradeoff.

Reduce regulatory risk

Limit exposure to TCPA penalties and other regulations on every HCI® call using manual agent intervention and LiveVox’s easy-to-use, built-in compliance controls.

Proven to drive results

HCI® equips your “clicker” agents to make more call attempts and ensures more live connections to your “closer” agents, resulting in a positive impact on productivity and your bottom line.

Open New Opportunities

Reach Unconsented Cell Phones With Confidence

If you don’t have consent to contact cell numbers, calling consumers can be complicated and risky. With HCI®, human intervention and built-in compliance controls limit regulatory exposure, allowing you to reach more consumers on their cell phones and open new revenue opportunities.

HCI® = ROI

Maximize productivity vs. manual 10-digit dialing

Placing calls via manual 10-digit dialing forces agents to spend valuable time entering numbers on a keypad, listening to ringing phones, and hanging up on voicemails. Instead, HCI® seamlessly connects your agents with live parties, eliminating wasted time and increasing productivity.

Battle-tested technology

Leverage a proven, best-in-class approach

TCPA, CTIA, FDCPA, and other regulatory concerns require an outbound dialing solution that’s designed to mitigate risk head on. HCI® has repeatedly proven itself in both the marketplace and in the federal courts, becoming the industry standard for outbound calling with human intervention.

Compliance plus performance

Optimize with compliance and performance data insights

Improvements with HCI® don’t stop at implementation. Call and screen recording capabilities give you ongoing access to the compliance data it takes to help keep your operations on track. Plus, audit-enabled reporting equips you with the performance data you need to optimize your operations.

Omnichannel Compliance-Focused Platform for Call Centers

click icon

Full Outbound Dialing Suite

Four separate outbound dialing systems give you the highest level of risk mitigation while improving performance and efficiency across your contact center, including enhancing your lead generation capabilities.

click icon
Blended Omnichannel Platform

Drive customer engagement and loyalty with personalized experiences that reduce customer effort and exceed expectations, regardless of the communication channel, for better customer and agent experiences.

click icon
Quality & Compliance Management

A simple, integrated, omnichannel quality management solution to enhance agent engagement by embedding quality, compliance, training, and development into your contact center’s DNA.

click icon

Contact Center Analytics

An easy-to-use, unified analytics solution that powers smarter, faster, data-driven decisions to improve contact center performance, customer experience, and business growth.

click icon
Call & Screen Recording

A fully-integrated solution providing you with complete visibility on agent-customer interactions, helping you drive performance, quality, and compliance-focus in your contact center.

click icon
Speech Analytics

Understand and analyze 100% of your customer interactions to transform CX, enhance agent performance, improve operational efficiencies, and embrace flexibility. And do it with industry-leading accuracy and speed on a PCI-compliant, cloud-based system.

Unified CRM
Unified CRM

LiveVox’s purpose-built, unified CRM syncs information across all of your systems to empower your agents and keep the customer at the center of every interaction.

Segmentation and Targeting
Segmentation & Targeting

Easily create segmented campaign lists, persona groups, and targeted journeys based on history for personal experiences informed by dynamic data and access.

click icon
Complete Product List

LiveVox seamlessly integrates Omnichannel Communications, CRM and Workforce Optimization to create better customer experiences and improve agent performance while achieving the highest levels of risk mitigation and data security.

Who chooses LiveVox for compliance-focused dialing?

If you’re thinking about, or already in the process of, running outbound campaigns that contain any level of regulatory exposure, you can benefit from LiveVox’s proven compliance-focused solutions and expertise.

Whether your business operates in origination, servicing, or collections, or outside of financial services, our best-in-class tools such as HCI® give you the best of both worlds: reduced risk and increased performance at the same time.

  • Open new opportunities to contact consumers on their cell phones with confidence
  • Mitigate TCPA and other regulatory risk without having to sacrifice operational efficiency
  • Increase outbound conversations to boost your bottom line
  • Partner with an industry innovator who offers a proven record of success in the courts.

When you choose LiveVox, you have the ability to calibrate risk and productivity based on your business and operational needs.

What does “TCPA compliant” mean?

Over the years, the interpretation of the TCPA has changed and absolute certainty has never been established about what is “compliant.”

Nevertheless, the following compliance principles are important to bear in mind:

  • Callers may not use “automated telephone dialing systems” (as defined by the TCPA) to call wireless phones without prior express consent
  • Callers may not leave pre-recorded messages on wireless phones without prior express consent
  • Consumers may revoke consent to receive calls or SMS messages by any reasonable means
  • Some emergency exceptions allow a company to call or send SMS messages to wireless phones without prior express consent, such as medical alerts.

At LiveVox, we put 20+ years of compliance experience to work for you, equipping you with the right TCPA-focused solutions and expertise to help keep your outbound operations above board.

What does TCPA apply to, who does it impact, and are there exemptions?

To understand the TCPA, we have to go back in time. Way back to the early 1930’s when Congress passed The Communications Act of 1934, which combined and organized federal regulation of consumer telephone, telegraph, and radio communications.

The Act governs new communications technologies and provides provisions for how organizations are allowed to communicate with customers & subscribers.

In 1991, a new provision was signed into law as a response to a growing rise in unregulated and unwanted telemarketing outreach to consumers. And thus, the Telephone Consumer Protection Act (TCPA) was born:

  • Restricts, among other things, telephone solicitations and the use of automated phone equipment such as autodialers
  • Governs the use of pre-recorded voice messages, automatic dialing, and SMS and fax use.

Without explicit customer consent to make contact, any organization doing outbound engagement must:

  • Adhere to various rules about the use of an autodialer and pre-recorded voice messages
  • Honor the National Do Not Call Registry.

If you have questions about how to navigate TCPA compliance in your operations, our legal experts are here to help.

How do you comply with TCPA?

Making TCPA compliance a priority is crucial if you want to prevent lawsuits, fines, interruptions to your operations, reputation loss, and other potential negative impacts of violating the rules.

Here are some risk mitigation best practices to keep in mind if you plan to be, or currently are, doing outbound engagement under the TCPA:

General

  • Obtain consent whenever possible
  • Keep complete records of consent for opt-in and opt-out (DNC list)
  • Understand if the system you are using is an automatic telephone dialing system, or not, under the TCPA

Text Messages

  • Support the STOP keyword for opt-out
  • Avoid texting reissued mobile phone numbers
  • Include clear calls-to-action, terms of service, and privacy policies
  • Talk like a person—conversationally—not like a robot

Phone Calls

  • Use call and screen recording to help ensure and maintain valid consent
  • Consider speech analytics for an enhanced understanding of agent activity and compliance oversight

LiveVox provides the TCPA expertise you need to navigate risky regulatory waters. But we also give you the solutions and tools it takes to address compliance concerns head on and help keep your operations on the right course.

Providing outbound dialing solutions for businesses just like you

“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

Reliable & Compliant Dialing Service.
Staying compliant in these litigious times has put us at ease and really reduced stress for all of my crew.

—Chris V. | VP of Operations, Financial Services

“It is nice to be able to be less hands-on with the navigation of the campaigns within HCI.”

Manager, Dialing Operations

“If you’re not using LiveVox, you’re wasting your time, money and manpower. No other dialer compares. Our agents make 3x more calls than by hand dialing alone”

Kevin L. | Director of Operations 

LiveVox Voice Capabilities

  • Manual, Preview, and Human Call Initiator (HCI®)
  • Automated Dialing System
  • Text to Speech
  • Screen Pops
  • Voicemail Management
  • ACD with Dynamic Routing
  • LCID and Answering Machine Detection
  • Call and Screen Recording
  • 3rd Party API Integration
  • Secure Payment Capture
  • Agent and Manager Chat
  • Campaign and List Management
  • Granular Outreach Restrictions
  • Consent Management
  • Content Library
  • Quality Monitoring and Performance Reporting
  • Unified CRM and WFO Functionality
  • Agent Coaching
  • CRM Integration
  • Outbound Attempt Supervisor

Brochure

Learn about LiveVox’s other channel offerings

HCI® is just one of several ways LiveVox helps contact centers interact with customers on their channel of choice. Download the brochure to learn about LiveVox’s other digital engagement offerings.

LiveVox [brochure / Omnichannel]

Why LiveVox?

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.

Learn More

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.

Learn More

Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

Learn More

Integrated Agent Workflows

LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.

Learn More

An Industry-Leading End-to-End SLA

Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.

Learn More

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.

Learn More

Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.