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Improve Customer Experiences and Agent Journeys with New Offering from LiveVox and CGI

By Alex Passett April 05, 2023

According to visual market insights and advisory firm Aragon Research, its Best-in-Class Innovator Awards recognize industry differentiators; Aragon’s official nomination categories include AI, Workflow and Content Automation, Employee Engagement, Digital Business and Work Hub, Sales Enablement, Intelligent Content Center and many more. Aragon’s awards acknowledge innovating providers and hot vendors that have set themselves apart. And (per that last category listed), there’s one such contact center game-changer that’s not only making waves, but also recently announced a new partnership and offering that we wanted to cover:

We’re talking about LiveVox and its teams that help businesses navigate digital change with tailored and easy-to-use cloud solutions, plus years of hands-on operational expertise.

Named a winning Innovator in 2022 by Aragon Research, LiveVox is leveraged by a plethora of contact center leads to boost agent performance, maximize ROI, and improve customer experiences (CX) substantially.

And now, LiveVox has partnered with IT and business consulting services firm CGI in order to integrate LiveVox’s contact center platform with CGI’s CACS X for collections.

CACS X is a next-gen, cloud-native debt management offering from CGI that, quote, “delivers a revolutionary solution for driving customer-centric default management across the collections lifecycle.” This turn-key collections, compliance, and omnichannel communications platform makes it even easier to help consumers tackle challenges and carve new pathways to recovery.

Let’s dive into a few closer specifics; with CACS X, banks, credit unions and fintech organizations will be able to deliver CX know-how seamlessly via SMS, email and chat, improve agent efficiency and productivity through 100% data integration in and out of LiveVox Agent Workflows, and reduce compliance risks through built-in controls for the Telephone Consumer Protection Act (TCPA), Consumer Financial Protection Bureau (CFPB), and other Accounts Receivable Management (ARM) regulatory concerns.

“As a leading provider of debt management software,” said John DiLullo, CEO of LiveVox, “CGI was a natural integration partner for us. Our outbound and inbound solutions featuring voice, text, chat, and email can be fully utilized by the universe of CGI’s customers. Nearly every LiveVox customer experiences a burst of productivity when deploying our omnichannel products and I am sure CGI’s will be no exception.”

“CGI recognizes that the collections industry needs to value the importance of CX,” said Hemanth Gorur, VP of Credit Solutions at CGI. “Viewing collections as an extension of customer service builds positive relationships and increases the likelihood of loyal customers, and partnering with LiveVox is a step in the right direction to setting a new precedent for customer treatment during collections processes.”

Edited by Greg Tavarez
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