LiveVox (News - Alert) Inc., the provider of Private VoIP Cloud contact center applications, recently was recognized with the 2011 Product of the Year Award from Technology Marketing Corporation's (TMC (News - Alert)) Customer Interaction Solutions magazine, a leading contact center technology publication. LiveVox won the award for the 2nd straight year.

“Contact centers understand the benefits cloud computing can bring but are still searching for vendors who can integrate highly scalable applications and simplify their operations.” said Louis Summe (News - Alert), chief executive officer of LiveVox, in a statement. “Large call centers are complex. LiveVox's PCI-certified cloud platform enables them to migrate to an efficiency and productivity improving architecture with a sensible and secure migration path.”

LiveVox has gone on to evolve its technology as well as the service portfolio over the past few years. The company added Account Penetration Settings and Click-to-Call Manual Dialing to the cell phones, helping contact centers manage compliance. Also, by adding the integrated PBX (News - Alert) functionality into its predictive dialer/ACD, LiveVox has enabled the contact centers to migrate to VoIP/MPLS and leverage the cloud without on-site switching.

 “LiveVox received a 2011 Product of the Year Award for its dedication to quality in solutions that benefit the customers' overall experience as well as ROI for their clients,” said Rich Tehrani, TMC CEO. “Customer Interaction Solutions magazine has been honoring innovative companies for 13 years and LiveVox has earned its place with this distinguished honor.”

Last year, LiveVox Inc. added a dynamic preview dialing feature with real-time cellular number identification in a bid to improve the management of workgroups. The dialer lists account data during preview campaigns and can switch predictive dialing to the integrated preview mode - which utilizes softphone functionality.

In addition, after the call is attended to, the system returns the agent to the predictive dialing queue. This process ensures that accounts are handled more efficiently by a single workgroup and updated upon contact instead of preview and predictive campaigns being worked separately and risking contact attempts by each group on the same account.

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Rahul Arora is a TMCnet contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Jennifer Russell