LiveVox Partners with CGI to Transform Agent Productivity and Optimize Customer Experience

LiveVox announced a partnership with CGI to integrate LiveVox’s contact centre platform within CGI’s CACS X for collections. CACS X is CGI’s next-generation, cloud-native debt management offering that delivers a revolutionary solution for driving customer-centric default management across the collections lifecycle.

With this powerful new integration, CACS X customers can leverage LiveVox’s CCaaS platform to create a turnkey collections, compliance, and omnichannel communications platform that makes it even easier to help consumers tackle their debt and offer pathways to recovery.

The integration between LiveVox’s contact centre platform and CACS X will allow banks, credit unions, and fintech organizations to:

  • Deliver better customer experience (CX) across channels with digital messaging including SMS, email, and chat as part of blended multichannel outreach and campaigns.
  • Improve agent efficiency and productivity through 100% data integration in and out of LiveVox Agent Workflows – offering users the ability to access and understand CACS X data.
  • Reduce compliance risk through industry-leading systems and built-in controls for the Telephone Consumer Protection Act (TCPA), Consumer Financial Protection Bureau (CFPB), and other Accounts Receivable Management (ARM) regulatory concerns.
  • Benefit from data integration and the ability to transfer data in and out of both platforms by enabling the use of CACS X data within the LiveVox workflow to tailor customer journeys and improve agent productivity.

“As a leading provider of debt management software, CGI was a natural integration partner for LiveVox,” said John DiLullo, CEO, LiveVox. “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 the customer experience. Viewing collections as an extension of customer service builds positive relationships and increases the likelihood of loyal customers,” said Hemanth Gorur, Vice-President of Credit Solutions at CGI. “Partnering with LiveVox is a step in the right direction to setting a new precedent for customer treatment during the collections process.”

To learn more about LiveVox’s partnership with CGI, please click here.

About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact centre’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.