LiveVox Solutions | Collections

Less Risk And More Productivity At Your Fingertips

To be competitive in collections, you need to drive performance but also manage compliance risk. You should never be forced to choose a trade-off between risk mitigation and productivity. Embedded compliance controls and positive court records are crucial, but it also takes tools that are built to help you drive ROI.

Strike The Perfect Performance / Compliance Balance

In collections, compliance is key. Yes, it helps to protect customers and your contact center, but when done right, it also helps you develop deeper relationships based on trust and loyalty. Success depends on how much stock you place in customer service and how well you manage and act on customer data.






Simplify Your Approach To Compliance

Reach Customers And Take Payments With Confidence

Access Proven Tools, Expertise, And Legal Precedent

Add AI / Automation To Maximize ROI, Improve CX, And Boost AX

Implement Easy, Integrated, Omnichannel Quality Management

Guide To Omnichannel-Focused Compliance

What 7 things should you look for in a contact center platform? Find out in this detailed guide.

Omnichannel / AI
  • Meet Customers On Their Channels Of Choice
  • Provide AI-Powered Self-Service Options
  • Voice, Chat, SMS, Email, And More

Outbound Dialing
  • Four Manual And Automated Systems
  • Performance And Efficiency Gains
  • Compliance Risk Mitigation

Inbound Voice
  • Self-Service Options
  • Seamless Customer Journeys
  • Boost Agent Efficiency

  • Data-Led Campaign / Targeting Tools
  • Cross-Channel Visibility / Reporting
  • Interaction History In Full HTML

  • Real-Time Conversations
  • Match Your Website’s Look And Feel
  • Integrates With AI Chatbots

2-Way / Mass SMS
  • Individual Or Bulk Messages
  • Automate Using AI
  • Compliance Controls

  • Like HCI®, But For SMS
  • TCPA-Focused And Cost-Effective
  • More ROI, Less Risk

  • Seamless Integration
  • Access 2 Billion Users
  • All From One Screen

Multichannel Chatbots
  • AI-Enabled Self-Service
  • Provide 24/7/365 Support
  • For Webchat And SMS

Intelligent Virtual Agents
  • Fast, Accurate Self-Service
  • No Code, No Engineering
  • Assist Live Agent Escalation

Automatic Call Distributor (ACD)
  • Route Calls To Right Agents
  • Fast Data ID And Response
  • Works On-Site And Remote

Interactive Voice Response (IVR)
  • Drag-And-Drop Workflows
  • Over 40 Modules Available
  • Best Practice Templates

Customer-Centric Campaigns
  • Robust Segmentation / Targeting
  • Links Channels, Data, Plus History
  • Tailored Workflows / Ticketing

Attempt Supervisor
  • Manage Outbound Contact Attempts
  • Across Voice, Email, And SMS
  • For Compliance / Customer Consent

Agent Assist
  • Smart Automation / Live Agent Guidance
  • Automated After-Call Work
  • Real-Time Speech-to-Text Transcription / Processing

360° Customer Profiles & History
  • Full Picture Of Your Customers
  • Sync Info Across Systems
  • Update Profiles In Real-Time

Configurable Agent Desktop
  • Single Pane Of Glass View
  • Clean, Efficient User Interface
  • Automatic Screen Pops

Agent Scripting
  • Dynamic, Trigger-Based Scripts
  • Get Agents Up To Speed Fast
  • Guide Them With Key Info

  • Track Tickets In Real-Time
  • Across Channels And Departments
  • All Linked In One View

Consent Management
  • Verify Consent At Every Step
  • Tailor Campaigns To Preferences
  • Profiles Automatically Update

Knowledge Center
  • Encourage Customer Self-Service
  • Free Up Agent Bandwidth
  • Web Widget And Agent Desktop

Secure Payment Capture
  • Protect Customer Information
  • Self-Service Payment Option
  • Offload Payment Security Burden

Segmentation & Targeting
  • Create Dynamic Campaign Lists
  • Persona Groups And Journeys
  • Based On 360° Customer Profiles

Integrated Agent Workflows
  • Weave Systems And Data Streams
  • Intelligent And Automated
  • Easy To Build, Easy To Fine-Tune

Customer Happiness Index
  • Intuitive AI-Powered Sentiment Insights
  • Real-Time Insight With Visual Gauges
  • Comprehensive View of Overall CX

Customer Journey Analytics
  • 360° View Of Behavior Across Channels
  • Optimize Strategies Based On Insights
  • Fast Data Integration / No Disruptions

Business Performance & Analytics
  • Real-Time Analytics Dashboards
  • Data / Insights Refresh Every 2 Hours
  • Access Over 150 Reports

Speech Analytics
  • Search And Score All Interactions
  • Track / Identify Changes In Sentiment
  • Learn Customer Intents And Optimize

Coaching & eLearning
  • Assign And Track Training Tasks
  • Provide Highly-Detailed Feedback
  • Measure Progress Over Time

Omnichannel CSAT
  • Survey On Digital Or Voice Channels
  • Automate Response Actions
  • Integrates With Contact Center CRM

Call & Screen Recording
  • Record And Play Back Everything
  • Score And Add Notes Or Comments
  • No Manually Redacting Payment Info

Quality & Compliance Management
  • Monitor 100% Of Interactions
  • Custom Scorecards And Filters
  • Reduce Risk Across Channels

Complete Product List
  • Channels, AI, Contact Center CRM, WEM Tools
  • Seamless Integration, Frictionless Experiences
  • Highest Risk Mitigation And Data Security Levels


Guide To Compliance-Focused CCaaS

Don’t think it’s possible to simplify compliance while also boosting performance? Think again.

Dive Deeper Into Collections

Check out Frequently Asked Questions below.

What is an omnichannel collections platform?

An omnichannel collections platform is one that combines multiple communication channels into a unified suite to enable collectors to engage in seamless contact outreach. Instead of relying only on making phone calls or mailing letters, some companies are adopting digitally-based communication services, including: SMS, live chat, email, and self-serve portals:

  • Seamless communication across channels creates smoother relationships with customers, especially when your agents can view everything they need on one screen
  • It’s not just about adding more channels; the more points of contact you have, the more insight you can gain from your interactions with customers
  • Look for a system that allows you to unify all your contact channels in one place and gives you the control you need at the same time
  • Convenience for customers equals more dollars collected; an omnichannel debt collection approach is more likely to reach people in the right channel at the right time
  • Collectors must be focused on bringing in payments, but compliance concerns are also very real and pose risks if you don’t abide by them

Essential features of omnichannel debt collection call/contact center software

Selecting the right call center software for your collections agency or BPO may seem daunting. Before making a decision, conduct deeper research into the functions call center software should have to keep you competitive. Below is a non-exhaustive list of what to look for:


  • Third-party system compatibility 
  • Omnichannel capabilities 
  • IVR
  • Versatile dialing options including automation and manual
  • Self-service options
  • Consent management
  • Agent scripts for compliance and risk mitigation
  • Secure payment capture

Omnichannel implications of the CFPB’s Reg F. on collectors

The Consumer Financial Protection Bureau’s Regulation F has made omnichannel debt collections more crucial than ever:

  • Collectors must adhere to these evolving rules and make regulatory compliance a top priority
  • On November 30, 2021, new CFPB rules took effect addressing debt collection communications
  • These rules interpret and clarify the Fair Debt Collection Practices Act (FDCPA) under Regulation F (Reg. F)
  • Reg. F is designed to address consumer concerns about debt collection communications
  • The ruling establishes a wide range of requirements and limitations for interacting with consumers

    Collectors must be proactive and ensure they have the right technology and tools in place to: 

    • Control contact attempts
    • Manage consent and revocation
    • Monitor phone calls

    Benefits of implementing an omnichannel collections approach

    When collectors adopt an omnichannel strategy, customers can seamlessly engage on any channel at any time, no matter what their preference is:

    • Improved CX due to availability of self-service options
    • Automation results in a significant reduction in the amount of manual work required to set account processing in motion
    • Compliance and control are improved due to the virtual agent executing channel content and scripting in a consistent yet fixed manner.
    • Vendor management becomes less onerous because the requirement for multiple suppliers is eliminated
    • Scaling an operation to deal with increases in volume or unexpected events is seamless.
    • Adding additional channels is simple, with very little change or integration work required

    Compelling statistics on omnichannel customer engagement

    When collectors adopt an omnichannel strategy, customers can seamlessly engage on any channel at any time, no matter what their preference is. As gathered in a 2021 Forbes article, the data speaks for itself:


    • Omnichannel campaigns saw an 18.96% engagement rate, while single-channel saw just a 5.4% engagement rate (source: Omnisend)
    • Consumers are no longer using only 2 touchpoints per purchase; it’s now tripled to 6 (source: MarketingWeek)
    • 90% of customers expect their interactions to be consistent across all channels (source: BusinessWire)
    • Nearly 88% of Gen Z say they expect brand experiences to occur among digital and physical channels (source: MarketingDive)
    • 78% of Boomers report that they’re unhappy when they have to restart a conversation with a brand (source: The Drum)
    • The customer is not a stagnant data point; 60% of customer identity data is outdated within two years (source: AdAge)

    What Are Your Advantages With LiveVox?

    Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.

    Billions of Omnichannel interactions powered every year

    Trusted by game-changing clients for more than 20 years

    Recognized by the industry's leading analysts

    Fully-Integrated Public Cloud Platform

    + Unified Tools, Channels, And Data To Maximize ROI
    + Fast, Easy, And Cost-Effective To Scale And Optimize
    + Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

    See More

    AX Workplace Made For Contact Centers

    + Integrate It All, Including Agent Workflows, In One Screen
    + Smart, Simple, And Seamless Cross-Channel Interactions
    + Easily Push And Pull Data From Your CRM / Other SORs

    See More

    Scalable, Flexible, Reliable, And Secure

    + 100% Public Cloud Infrastructure And 24/7/365 Support
    + Easily Configure Our Modules, APIs, And Growing Partner Network
    + End-To-End SLA / High Availability And Enterprise-Grade Security

    See More


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