LiveVox Enhances Predictive Pacing Feature for Continued Optimization of Dialer Campaigns

Credit and Collections Organizations leverage unlimited dialing capacity and
precise campaign pacing to achieve 60% or more agent talk time
SAN FRANCISCO--(Business Wire)--
LiveVox Inc., the leading provider of hosted-dialer solutions, today announced
it has upgraded its predictive pacing functionality. The enhancement will enable
credit and collections clients to continue to refine dialer campaigns and reap
the highest rewards from their agents, an organization`s most expensive
resource.

The upgrade to the LiveVox ACD suite allows managers to focus on agent
productivity and campaign results while the system, with its unlimited calling
capacity, better optimizes outbound dialing behind the scenes. This enables
collection organizations to maximize consumer contacts, regardless of the
portfolio, time of day, or day of week.

"Stellar Recovery puts a premium on developing collection strategies that
combine best practices with the right technology and analytics," said John
Schanck, Chairman/CEO, Stellar Recovery, Inc., a Kalispell, MT-based receivables
management firm. "With Quick Connect from LiveVox we are able to remove all
system constraints and allow our agents to focus on collecting. We are able to
hit agent talk time of 60% with low, single-digit abandon rates, and have easy
access to data that ensures we sustain the highest levels of client service,"
said Doffie Howard, Director of Strategy and Analytics, Stellar Recovery.

Optimal Agent Talk Time Ratios

Collection agencies should aspire to a ratio of 60/20/20 for agent talk time
versus wait and ready times - without having agents speak to answering machines.
After analyzing client call data, LiveVox found that collection organizations
need between 7 and 9 lines per agent to approach 60% talk time. Because most
agencies provision only 2 or 3 lines per agent, they lack the capacity to
achieve this productivity.

"Most have forgotten how to manage dialers for increased performance because of
numerous system constraints," said Louis Summe, Chief Executive Officer,
LiveVox. "The more we talk with collection organizations running legacy dialers,
the more we realize they manage around handicaps rather than creating effective
and efficient processes to meet objectives. The difference of 12 minutes each
hour of talk time can cost a 100-seat agency $400,000 or more each year in
wasted labor expenses."

Capacity requirements are fluid

The amount of calling capacity - the telephony infrastructure and
lines-per-agent needed to achieve consumer contacts - is an ever changing
metric. Capacity requirements can be extremely fluid. The right amount of lines
needed on a campaign will vary based on the portfolio, call times and day of the
week. If organizations lack line capacity, then they pay $0.30 a minute for
agents to sit idle or speak with answering machines. If agencies provision too
much capacity, they are paying for a permanent, fixed solution to a dynamic
problem.

"Line starvation like high blood pressure is a silent killer. Symptoms are hard
to pin down and you don`t know you`re suffering from it without the ability to
analyze the right metrics," said John McNamara, Chief Marketing Officer,
LiveVox. "Agencies get stuck managing constraints and benchmarking their
operations against other companies managing the same constraints. There is a
better way for the industry to operate without getting bogged down in system
limitations that burn up labor expenses and expose agencies to hidden telecom
fees."

About Stellar Recovery

Stellar Recovery is an Accounts Receivable Management Company (ARM) with
corporate headquarters located in Kalispell, Montana. Stellar Recovery also has
multiple collection centers in Kalispell and Denver, Colorado.

About LiveVox

LiveVox is the first provider of hosted dialer solutions for the credit and
collections industry. Breakthrough, patented technology and deep industry
knowledge allow LiveVox to assist clients with optimizing their operations and
collection strategies. Private, carrier-grade VoIP networks enable LiveVox to
maximize the productivity of leading credit, collections, debt purchase and call
center organizations at the lowest cost of ownership in the marketplace. LiveVox
is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox
Mike Sherrill, 917-675-4116
msherrill@livevox.com

Copyright Business Wire 2009