LiveVox and CGI Optimize Customer Experience

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

Customized integration between LiveVox’s contact center and CGI’s CACS X default management solution will be on display this month at Consumer Bankers Association’s annual industry event, CBA Live

LiveVox announced a partnership with CGI to integrate LiveVox’s contact center 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 center 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.”

Source: LiveVox media announcement

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