LiveVox Platform Solutions
Be mindful of cell phones
When consent is unclear, use a non-ATDS dialing solution like HCI® to reduce your TCPA risk, and add our optional HCI® Select feature to gain enhanced mitigation for state-specific “Mini-TCPA” laws, including Florida’s and several others.
Learn how to balance risk and productivity with HCI®.
Grow your consent database
Encourage customers to give consent for digital channels across the customer journey, including ongoing conversations with agents.
Learn how to protect your business with consent & preference management.
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.
Best Practice Video
Get answers to the top 6 most frequently asked questions about the CFPB.
Find the Right Solution For You
Explore the solutions below to find the best match for your organization.
I want to add AI Virtual Agents with omnichannel
I want to Improve my IB customer service
I am mostly outbound, want to mitigate risk and add channels
I want to improve CX and Compliance with analytics
I want a digital-first or digital-only engagement
Providing voice and digital channels for businesses just like you
“The ability to have everything available on one platform and be able to not have to worry about the backend like we used to, went a long way in our decision-making process.”
—Daniel Torres | Director of IT, PBFCM
“LiveVox can be managed with relative ease. You don’t have to have a large, technology supporting team in comparison to an on-premise telephony platform. Upgrades are also much simpler and less time-intensive.”
—Matt Murphy | Director of Workforce Management and Dialing Operations, Best Egg
“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
Learn more about how to improve risk mitigation
Check out our Frequently Asked Questions below.
Why choose LiveVox for risk mitigation in your contact center
Contact centers face a myriad of complex risks that require efficient and proactive management. When selecting contact center risk management solutions, consider LiveVox – a cloud-based contact center platform that offers powerful risk mitigation tools and technologies purpose-built for financial services compliance. LiveVox helps contact centers mitigate compliance risks by providing contact recordings, quality assurance processes, audit logging, permission-based access control and automated reporting – all within a secure hosted environment. Plus, our extensive experience in fields like consumer protection makes us an ideal choice for those looking to ensure full compliance risk mitigation. With the right contact center risk management solution such as LiveVox in place, your organization will be in a better position to meet its compliance requirements without sacrificing customer experience or blowing your budget.
Primary concerns for risk management in the BPO industry
Contact center risk management is a primary concern for businesses in the business process outsourcing industry. BPOs must ensure that their processes and procedures adhere to regulatory requirements and best practices for data privacy, shareholder rights, customer service, safety standards, and more. Depending on the type of services being provided and the relevant laws of their country, business process outsourcing companies may need to develop special compliance plans to ensure adherence. They may also be required to provide regular documentation and audits of their own internal activities to ensure compliances with regulations such as the TCPA, ITAR, or GDPR. By taking comprehensive action related to contact center risk management, businesses in this industry can protect themselves from potential liability while continuing to focus on delivering quality services to their customers.
Primary concerns for banking call center risk management
Contact centers for banking and other financial services organizations face unique risks when dealing with customers. To mitigate compliance risk, contact centers must adhere to certain regulations, such as adherence to established contact center operational procedures, customer sentiment analysis, and prevention of social engineering scams that put customer data at risk.
Much of this responsibility falls on contact center supervisors and their agents, but there are also specialized software platforms like LiveVox that are designed specifically to help contact center staff remain risk free. Platforms like LiveVox can monitor customer interactions throughout the entire customer support lifecycle to ensure that all activities meet organizational standards.
Another great compliance risk prevention tool used in banking call centers is speech analytics. Speech analytics and sentiment analysis allow banking call centers to analyze customer sentiment, moods, and tone of voice during contact interactions and then store them in the contact center customer database to proliferate reports out to other departments and alert leadership when deviations from standard operating procedures occur. In short, contact center risk management requires awareness of pertinent regulations along with specialized software tools like LiveVox to ensure service delivery remains compliant at all times.
Primary concerns for customer service risk management
Good contact center risk management and customer experience go hand-in-hand. Customer support teams must adhere to strict compliance standards to mitigate contact center risk and ensure consistent service delivery across all channels. Compliance standards may include protecting customer data, having established contact protocols and identifying scalable contact policies when engaging customers through digital channels such as chat, email, or social media. Having clear guidance on contact center risk management ensures that customer issues can be addressed in a timely fashion, while creating positive customer experiences at each interaction.
Maintaining contact center risk management and achieving customer experience excellence is a challenge for many customer service organizations. To ensure compliance with regulatory standards, customer support teams must have access to all the necessary contact information, including contact history and contact context, which is why we at LiveVox built a customer identity layer directly within our platform.
In order to stay on the right side of compliance risk in customer support call centers, the platforms used for customer engagement should be able to quickly respond to customer inquiries in order to resolve any potential risks that could affect the contact center operations. Companies must have policies in place that meet specific industry regulations such as GDPR (EU General Data Protection Regulation) or HIPAA (Health Insurance Portability and Accountability Act) as it relates to contact centers and customer engagement, so employees can easily work within those guidelines.
Additionally, giving customers the option of self-service satisfaction surveys helps ensure quality control across all interactions. By monitoring customer service standards through detailed contact reports and survey results, companies can better prevent future contact center risks for their organization.
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.
Comprehensive Risk Mitigation
LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.
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.
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.
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.