LiveVox Initiates Agent VoIP Through IP/MPLS for Cost Efficiency and Service Quality

Updated: January 06, 2011

SAN FRANCISCO--(BUSINESS WIRE)--LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced Agent VoIP, a direct IP/MPLS telephony configuration that delivers faster deployment speeds, service quality, and cost efficiency to the contact center.

IP/MPLS is a mature carrier VoIP standard which addresses past concerns around enterprise-grade IP telephony such as quality, security and integration expenses. Contact centers are increasingly utilizing IP PBXs and establishing IP/MPLS connections with carriers. While many hosted and hardware products are backed by TDM or hybrid VoIP technology, LiveVox is the first enterprise-level contact platform that is 100% VOIP.

With integration already completed to major IP carriers and IP/PBXs, LiveVox is able to shrink deployment time frames and increase cost efficiencies through direct access to carrier IP/MPLS networks. The improved Quality of Services (QoS) of IP/MPLS allows LiveVox to monitor and improve voice and data quality even while delivering unprecedented scale and on-demand call processing capabilities.

“IP/MPLS is an important trend because it enables contact centers to leverage operational cost efficiency not only from telephony but also data integration and CRM,” said Louis Summe, Chief Executive Officer, LiveVox. “These configurations bring greater efficiencies, reduce operation expenses, and pave a migration path for multi-site centers wanting to upgrade and consolidate often disparate voice platforms.”

Features of Agent VoIP include:

MPLS & IP PBX integration – LiveVox comes pre-integrated with major carriers and IP/PBXs, reducing proprietary voice integration issues and speeding deployment time frames.

Carrier interoperability – With the multi-carrier approach of LiveVox, contact centers may leverage existing carrier relationships or utilize LiveVox’s direct connection to the PSTN

Cost efficiency – LiveVox reduces ongoing operating expenses by leveraging MPLS connectivity to each carrier, better controlling call path routing and subscription rates to service more agents “at ready” than traditional TDM.

Improved QoS – MPLS delivers improved QoS for the scale needed for large organizations facilitating multi-site management in a very efficient and effective manner

“The cloud allows contact centers the opportunity to connect and manage from a centralized location all the different systems and applications that organizations may have distributed across the multi-call center environment,” said Michael Reed, Vice President, Technical Operations, LiveVox. “IP/MPLS configurations provide a much higher QoS for the scale needed by the large enterprise, allowing LiveVox to manage agents at multiple sites in a very efficient and effective manner.”

About LiveVox

LiveVox is the leading provider of enterprise cloud-based consumer contact solutions. LiveVox offers a patented platform with integrated IVR, ACD, call recording and automated dialing configurable by a single web-based GUI. The carrier-class solution includes web-based multi-site deployment, routing and controls that are pre-integrated with major VoIP standards and carriers, delivering capacity on demand. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.