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.

Featured Research
  • 8 Ways to Get More From Your VoIP System

    Many businesses adopt VoIP to take advantage of the cost savings without spending enough time reviewing the features and benefits made available by different solutions. If this is true for your business, there’s a good chance you could be getting more from your VoIP system in the form of even lower costs or improved employee productivity. You may even find that your current software offers features that you aren’t taking advantage of! more

  • 7 Ways the Wrong Phone System Can Haunt Your Business

    The wrong phone system could be haunting your business - and we’re talking about problems more serious than ghosts and ghouls. From increased costs to issues with scaling, we’ve identified seven important ways that a less than ideal phone system could be holding you back. You’ll be surprised at how much of a difference this can make to your bottom line too. more

  • Ditch Your Fax Servers

    An in-house fax server gives an IT department centralized management and monitoring over the entire enterprise's faxing. This can help your company track usage and better maintain records for auditing and record keeping. However, there are serious drawbacks that come with utilizing an in-house fax server solution and these range from security to cost-prohibitive pricing. more

  • The IT Manager's Survival Guide

    As an IT manager, maintaining physical fax servers and infrastructure is not a high priority. However, fax capability remains a business need simply because chances are your industry is dependent on its security. What if there was a way to reduce the amount of time spent handling fax complaints and maintaining physical servers? And this way took into account security, cost savings, and freed up your IT resources. Would you be interested? more

  • VoIP: Your New Secret Weapon for a Strong Year End

    As the end of 2017 nears, you may be feeling pressure to make sure you close the year out strong.If you’ve been sitting on the fence regarding VoIP, this may be the perfect time to switch. VoIP options had never been better or more full-featured than they are now, and it may be just the thing your business needs to see a productivity and profitability boost. more

Related Articles