MOUNTAIN VIEW, Calif., June 2 /PRNewswire/ -- Based on its independent research, 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies, Frost & Sullivan recognizes LiveVox with the 2010 U.S. Frost & Sullivan Award for Contact Centers' Choice: Best Brand of Hosted Outbound Customer Contact Solution in the U.S. Market. LiveVox emerged as the leading brand of hosted outbound customer contact solution among contact center/customer care managers and others who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Frost & Sullivan surveyed over 300 contact center decision makers during March – April, 2010. A web-based survey methodology was used. LiveVox (51 percent) got almost twice as many votes as its nearest competitor (27 percent) in the poll on the number one brand among hosted outbound customer contact solutions.
"Among those who primarily use LiveVox's hosted outbound customer contact solution, 80 percent rate LiveVox as the best brand," says Frost & Sullivan Senior Analyst Michael DeSalles. "With both the strongest overall brand reputation and high customer loyalty, LiveVox garnered the highest brand performance index (BPI) score (10), and is thus recognized as the 'Best Brand of Hosted Outbound Customer Contact Solution.'"
With a loyalty index (LI) score of 0.80, LiveVox stands head and shoulder above the second ranked vendor, which earned an LI score of 0.51, while the third-ranked company obtained an LI score of 0.59.
Frost & Sullivan's Choice Awards measure the best brands based upon the highest BPI score. The BPI is calculated by multiplying the weighted mean score (WMS) and LI score. Award recipients must have BPI scores of 10.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
LiveVox is the leading provider of cloud-based contact center solutions. LiveVox combines breakthrough, patented technology with deep industry knowledge to assist clients with optimizing their operations. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections 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.
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SOURCE Frost & Sullivan