Customer Experience, Service & Success

Neustar & LiveVox to Improve Outbound Customer Contactability

LiveVox integrates Neustar Caller Name Optimization and SmartDial into multiple outbound dialing options

Neustar Inc., a TransUnion company and LiveVox Holdings, Inc. (NASDAQ: LVOX), a leading cloud-based provider of customer service and digital engagement tools, are collaborating to help improve outbound customer contactability. The partnership integrates Neustar Caller Name Optimization (CNO) and SmartDial solutions into LiveVox’s four separate outbound dialing solutions that help increase contact rates and improve engagement while helping to mitigate compliance risk.

“In today’s complex and highly regulated digital communications landscape, our goal is to continuously improve the ways our contact center customers connect to their consumers to make the experience as quick and seamless as possible,” said LiveVox CEO and co-founder Louis Summe. “Communicating with consumers, however, is becoming more difficult because contact information is continuously changing and people are not answering their phones if they don’t know or trust who is calling. The integration of CNO and SmartDial into our platform will help enhance our capabilities with identity-based solutions―and enable organizations to connect with consumers and get the most out of each dial, saving time and resources.”

LiveVox customers can now more easily mitigate compliance risk, and minimize dials, by automatically leveraging the right number, day and time to reach the right party. In most cases, the solutions take just two weeks to implement. These capabilities will be available to LiveVox’s customers in the financial services, healthcare, telecom, lead generation, and collections industries, among others.

“Collectors that employ intelligent contact solutions position themselves to connect with consumers faster, improve revenue recovery and reduce compliance risk, with organizations experiencing an average 25% increase in right party contact rates,” said Robert McKay, senior vice president of customer identity and risk solutions for Neustar. “The intelligence that CNO and SmartDial provide to enable better customer contactability – regardless of the industry – helps enhance both consumer trust and efficiency.”

CNO helps enterprises designate verified business numbers for all outbound calls, ensuring they are not mislabeled, tagged as spam or blocked. SmartDial is a dialer workflow automation engine that provides dialers with pre-loaded contact intelligence and the best day and time for reaching specific contacts. Together, these solutions enable better customer contactability to improve customer experience and operational efficiencies.

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