• October 12, 2011

LiveVox Adds Integrated ACD/PBX to Cloud Contact Center Suite

LiveVox, the provider of the Private VoIP Cloud and integrated contact center applications, has developed an integrated ACD/PBX for its highly scalable cloud call center suite.

The integration of the Cloud ACD/PBX eliminates the need for expensive and limited site-premised PBXs while delivering advanced call routing, back office support, and voicemail. With cloud-based switching as part of its core architecture, LiveVox provides a simpler network topology and faster voice/data transfers to contact centers.

"Cloud switching and the LiveVox Cloud ACD/PBX eliminate enormous costs and integration challenges for contact centers," said Louis Summe, CEO of LiveVox. "Contact center executives often believed they were forced into PBX upgrades in order to migrate to VoIP/MPLS. This adds needless maintenance and hardware integration that slows deployment while increasing cost and complexity. Technology has adapted to keep contact centers more agile through the cloud."

In addition to the standard features of a traditional PBX, benefits of the LiveVox Cloud PBX include the following:

  • Faster voice/data transfers to and between agent locations;
  • Faster deployment inside and across locations than competing hardware;
  • Greater integration between dialer, ACD, IVR and CRM systems;
  • Burstable line/network/agent requirements on demand;
  • Portable licensing across locations;
  • Simpler network topology via the cloud.

"Call center technology has reached an inflection point," said Michael Reed, vice president of engineering at LiveVox. "Advances in standards and cloud technology have made it much easier for contact centers to leverage VoIP/MPLS. Contact centers no longer need to put expensive hardware or complex PBX upgrades between themselves and the cloud."

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