Archives for June 2023

A unanimous panel of the U.S. Court of Appeals for the Eleventh Circuit has affirmed the district court’s order dismissing several defendants as sanctions for the CFPB’s continuation of “obstructionist conduct” in depositions.

In CFPB v. Brown, the depositions in question were of a CFPB witness taken in the CFPB’s enforcement action against 18 defendants that alleged the defendants had engaged in or substantially assisted a fraudulent debt collection scheme in violation of the CFPA and the FDCPA.  The five defendants charged with providing substantial assistance were service providers to the defendants who were alleged to have directly engaged in the scheme.  One of the five defendants provided telephone broadcast services and the other four defendants provided payment processing services. 

The depositions were taken after the district court rejected the CFPB’s attempt to avoid providing a representative by moving for protective orders.  As described by the Eleventh Circuit, the transcript of the first deposition “reveals that the CFPB avoided answering questions through a number of impermissible tactics” that included:

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• “Lodg[ing] more than 70 work product objections, even objecting to fact-based questions that the district court had instructed it to answer;”

• Giving the CFPB’s witness “memory aids” from which the witness read verbatim for extended periods of time; and

• Taking the position, after the district court indicated in its ruling on the CFPB’s motion for protective orders that the defendants could ask about exculpatory facts, that the CFPB had not identified any exculpatory facts in the entire record.

After the defendants informed the district court of the CFPB’s conduct at the first deposition, the district court held a telephonic hearing during which the judge reiterated that the CFPB’s witness needed to answer fact-based questions and that the defendants had a right to question the CFPB about exculpatory facts.  The district court indicated that memory aids were acceptable due to the voluminous records but stated that “regurgitating pre-written information would be insufficient in many cases.” 

Nevertheless, as the Eleventh Circuit summarized the deposition transcripts, “the CFPB continued its obstructionist conduct during the next four depositions” despite the additional instructions from the district court.  The Eleventh Circuit described the CFPB’s conduct as follows:

“All in all, in each 30(b)(6) deposition, whether the CFPB’s tactic was to object at every turn, instruct its witness not to answer, refuse to acknowledge any exculpatory facts, or have its witness read extended and nonresponsive answers, the CFPB tried to game the system so that nothing was accomplished.”

Because of the CFPB’s repeated conduct, the defendants moved for sanctions pursuant to Rule 37 of the Federal Rules of Civil Procedure.  Rule 37(b) permits a district court to impose sanctions for a party’s failure to obey an order to provide or permit discovery and for the failure of a person designated as a witness to appear for his or her deposition.  The district court granted the defendants’ motion for sanctions, concluding that the CFPB had shown a “willful disregard” for its instructions and that the CFPB’s witness had “failed to appear” because even though physically present, “he was effectively unavailable due to his inability to answer questions without memory aids and refusal to address exculpatory evidence.”  Because it found the CFPB’s conduct to be “egregious,” the district court struck all of the CFPB’s claims against the five service providers and dismissed them from the case.

In reviewing the sanctions order, the Eleventh Circuit first concluded that the district court did not abuse its discretion in imposing Section 37(b) sanctions because the CFPB had repeatedly failed to obey the district court’s instructions.  It also concluded that the district court had not abused its discretion by imposing a sanction that was too severe.  In response to the CFPB’s argument that the dismissal was improper because the service providers were not prejudiced by the CFPB’s conduct, the Eleventh Circuit stated that “we staunchly disagree and believe the record (as reiterated throughout this opinion) speaks for itself in refuting this contention.”

DENVER, Colo. – Harvest Strategy Group, a leader in nationwide recovery management services, has proudly announced its substantial contribution to the recently concluded “I Heart Camp” event by Heart & Hand Center. This generous donation reflects Harvest’s unwavering commitment to empowering local communities and driving positive social impact.

The “I Heart Camp” event, which took place on Thursday, May 18, 2023, at the Woods Boss Brewing Company, was a resounding success. Attendees enjoyed an evening filled with live music, delectable food from local food trucks, and craft beer from Woods Boss, all while raising essential funds for Heart & Hand’s vital summer programs.

Heart & Hand Center, established in 2010 by Nikki Cady, has been a beacon of hope for youth in Northeast Denver, starting with structured afterschool programming for around thirty children and growing to support nearly 300 students across four programs and three sites.

Harvest Strategy Group’s generous donation stands as a testament to its dedication to achieving superior results, not just within the accounts receivable management industry, but also in enriching the communities it serves.

Brad McCurnin, President & CEO of Harvest Strategy Group, shared, “We firmly believe in the power of community and the immense potential of our youth. Our support for Heart & Hand, particularly the ‘I Heart Camp’ event, is rooted in our mission to create opportunities and offer a better future for them. We were honored to be part of such a successful event, and we look forward to contributing to many more in the future.”

Harvest Strategy Group is delighted to have participated in the successful “I Heart Camp” event and extends its hearty congratulations to the Heart & Hand Center for creating an unforgettable evening that united the community in support of local youth.

About Harvest Strategy Group, Inc.

Harvest Strategy Group provides single-point-of-contact, nationwide recovery management services for banks, finance companies, debt buyers, and credit unions. The company fosters an entrepreneurial environment and encourages its staff to challenge boundaries, think outside the box, and feel a sense of ownership and accountability for results. Harvest’s mission is to lead the accounts receivable management industry through strength in partnerships, exceptional service, and the delivery of superior results. If you wish to join our team, apply to Harvest Strategy Group online.

The Consumer Financial Protection Bureau (CFPB or Bureau) has signaled that it intends to propose a rule that would allow it to exercise supervisory authority over a greater number of nonbank financial companies that participate in the consumer payments market.

Under the Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank), the CFPB has authority to examine “larger participants” in various consumer financial products and services markets that the Bureau designates by rule — past examples include consumer reporting, debt collection, student loan servicing, international remittances, and auto finance. The CFPB’s proposed rule would “further the scope” of the CFPB’s supervision over the consumer payments market to include nonbank larger participants.

The agenda states that a notice of proposed rulemaking is expected in July 2023.

This proposal represents the culmination of the CFPB’s attempts to regulate the payments industry that started around the time that Rohit Chopra took over as the Director of the CFPB. In October 2021, the CFPB issued orders to collect information on the business practices of large technology companies operating payments systems in the United States. At the time, the CFPB said that it needed the information to “better understand how these firms use personal payments data and manage data access to users so the Bureau can ensure adequate consumer protection.” More recently, Director Chopra and members of Congress discussed possible amendments to Regulation E to remove barriers that prevent consumers from recovering money from banks and payments companies when bad actors fraudulently induce consumers into sending money to the bad actors through peer-to-peer apps. Although payments companies are already required to comply with state and federal laws, CFPB supervisory examinations will be a new experience if the CFPB follows through with the proposed rule.

We also note that this forthcoming larger participant rules comes at a time where the CFPB seems to be using its supervisory authority in a more expansive way than in the past. Numerous nonbanks have received information requests from the CFPB recently, inquiring about whether they are larger participants in markets already subject to CFPB jurisdiction, which suggests that the Bureau intends to begin performing examinations of more companies in those markets. Further, the Bureau has notified a number of nonbanks that they are being considered for supervision under the “risks to consumers” provision in Dodd-Frank, which the Bureau announced that it planned to use more extensively in 2022. Supervision has become an even more active venue for the Bureau to advance its policy objectives, and now it appears that the CFPB intends to bring this authority to bear on the payments industry.

ALBANY, N.Y. — McGlinchey Stafford is pleased to announce that Zir-Wei “Wendy” Lin has joined the firm’s Consumer Financial Services Compliance practice group in Albany, New York as legislative and regulatory developments attorney. Wendy works with McGlinchey’s compliance attorneys to track and report on updates in the various state and federal regulatory and legislative landscapes that may impact financial services clients.

“We are pleased to welcome Wendy to the McGlinchey team,” said Mark Edelman, chair of McGlinchey’s national Financial Institutions Compliance practice group. “Our team’s timely, effective counsel is rooted in up-to-date knowledge of what’s happening in legislatures and regulatory agencies around the country. Applying Wendy’s compliance analysis to those developments in real time will equip us to deliver excellent advice to our clients.”

Prior to joining McGlinchey, Wendy served as a legal compliance consultant for a large technology company based in Taiwan. She focused on tracking federal, state, and local legislation and regulations for the company’s global subsidiaries, monitoring developments in the areas of corporate, employment, and privacy laws in California, Delaware, Texas, and Vermont as well as Japan and Germany. She also served as a corporate attorney for a computer manufacturer, managing trademark licensing in Pacific Asia, Europe, and the United States.

“Wendy’s experience with a wide variety of regulatory regimes will benefit our clients tremendously,” said Jeffrey Barringer, Managing Member of the Albany office. “We look forward to adding her business and legal skills to our practice.” McGlinchey has 12 attorneys practicing in its Albany and New York City offices, and a total of 15 attorneys licensed to practice in New York.

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Wendy received her S.J.D. from Golden Gate University School of Law in San Francisco and her LL.M. in Intellectual Property Law and Policy from the School of Law at the University of Washington. She hold an MBA from the National Cheng Chi University, Institute of Intellectual Property, in Taipei, where she also earned two undergraduates degrees in Law and Political Science.

Wendy’s hiring continues the expansion of McGlinchey’s nationwide Financial Institutions Compliance team, which has welcomed 8 new attorneys in 2022 and 2023. This team comprises more than 50 financial services regulatory attorneys and licensing professionals who advise clients on the full universe of regulatory compliance concerns.

With a “nationwide” ranking in the 2023 Chambers USA guide, the team represents banks, finance companies, online lenders, credit companies, FinTechs, payment processors, and representatives of the education, automotive, and mortgage finance industries. McGlinchey’s compliance team offers industry-leading knowledge spanning 50 states and federal regulatory regimes, from compliance advice to representing clients during inquiries, examinations, and investigations.

About McGlinchey

McGlinchey Stafford is a premier midsized business law firm offering services in nearly 30 practice areas through a highly integrated national platform. McGlinchey attorneys leverage bold innovation, diverse talent, and leading-edge technology across our powerful network to serve clients at the local, regional, and national level. With 150 attorneys licensed in 32 states, McGlinchey operates from 17 offices nationwide. The firm currently has 23 attorneys and 9 practice areas recognized in Chambers U.S.A. 2023 and Chambers FinTech 2023, 53 attorneys recognized by Best Lawyers, 40 attorneys recognized in various Super Lawyers rankings, 49 practice areas recognized by Best Law Firms, and was named a “Top Performer” by the Leadership Council for Legal Diversity (LCLD) since 2018. To learn more, visit www.mcglinchey.com.

Rochester, N.Y. — Continental Service Group, LLC d/b/a ConServe, in conjunction with the company’s “Matching Gift Program”, donated its May ConServe Cares proceeds to the Willow Domestic Violence Center.  The ConServe team is dedicated to supporting various local non-profit organizations that aim to make a positive impact. Their employees’ kindness and generosity have touched countless lives in the community, making a significant difference.

“Each year, Willow supports more than 8,000 survivors in our community with life-changing programs and services.  This work would not be possible without our community partners like ConServe.  We are thrilled and grateful to be ConServe Cares’ May partner – their contribution supports Willow so we can further support survivors in Rochester and beyond,” said Nicole Morelle, Willow’s VP of Community Engagement.

George Huyler, Vice President of Human Resources, emphasizes that “ConServe’s primary objective is to cultivate positive relationships within the community. Donating to organizations such as Willow is one way that employees can make a difference in the lives of those in need, while also demonstrating their commitment to creating a positive impact in their communities.”

About ConServe

ConServe is a top-performing accounts receivable management service provider specializing in customized recovery solutions for their Clients.  Anchored in ethics and compliance, and steadfast in their pursuit of excellence, they are a consumer-centric organization that operates as an extension of their Clients’ valued brands.  For over 37 years, they have partnered with their Clients to provide unmatched customer service while simultaneously helping them achieve their accounts receivable management goals.  Visit us online at: www.conserve-arm.com 

About the Willow

Founded in 1979, Willow Domestic Violence Center is the only New York State-certified provider of residential domestic violence services in Monroe County. Willow has supported survivors of abuse for over 40 years, reaching nearly 15,000 people each year in the Greater Rochester region. Willow provides a full continuum of free and confidential services, without judgment, including a 24/7 Hotline, emergency shelter, counseling, mobile advocacy, legal services, court accompaniment, preventive education and training programs. Call 585-222-SAFE (7233) or text 585-348-SAFE (7233).

Once a dispute is resolved, it’s resolved, at least according to a court in the Northern District of Illinois. In a recent victory for debt collectors, a consumer alleged that a debt buyer should have known about a previously resolved dispute and thus violated the Fair Debt Collection Practices Act (FDCPA) by reporting the debt to the credit bureaus without reflecting said dispute. In the court’s eyes, however, since the consumer never conveyed the dispute to the debt buyer, reporting the debt without it did not violate the FDCPA.

In Wood v. Security Credit Services (Case No: 2020-CV- 02369, N.D. Ill. 2023), the consumer disputed the debt with the original creditor. The original creditor determined the debt to be valid and informed the consumer about the results of its investigation. Using the Metro 2 Format, the original creditor reported the account with an XH code stating that the debt was previously disputed and that the debt collector had completed its investigation. The original creditor did report any other Metro 2 code with respect to the debt, including “XB,” which signifies that a consumer disputes the debt, or “XC,” which reflects that the creditor completed its investigation of a consumer’s dispute, but the consumer disagrees with the results.

Security Credit Services (SCS) subsequently purchased the account and reported it to the credit bureaus. The consumer filed an FDCPA suit against SCS, alleging that he still disputed the account thus SCS had not properly reported the debt. Upon receipt of the FDCPA lawsuit, SCS reported the debt using XB to signify the consumer disputed it. SCS moved for summary judgment, arguing that after the consumer failed to respond to the original creditor’s validation letter, the debt was no longer disputed under the FDCPA.

The court agreed with SCS and ruled in its favor. The deciding factor in the case was that the consumer did not continue disputing the debt after it was validated. In the court’s view, the debt collector could not be expected to know that the consumer still disputed the debt when the consumer did not respond to the original creditor’s validation of the debt. The court explicitly stated, “when a debt collector investigates a dispute and communicates the results to the consumer, the dispute is resolved unless the consumer indicates that it disagrees with the results.”  

Read the full case here

insideARM Perspective: 

This ruling should be viewed as a significant win for debt collectors. It puts the burden on the consumer to show that a debt collector is aware of their ongoing dispute and makes it the consumer’s responsibility to continue disputing a validated debt. If the consumer fails to do so, the debt collector is not obligated to report it as disputed. 

This ruling provides clarity on reporting standards and offers protection to debt collectors who accurately report on debts and comply with requirements. While debt collectors should remain thorough in their investigations and conservative in their interpretation of a consumer’s dispute, this ruling should have them feeling confident in situations where the consumer did not continue to dispute a validated debt. 

ARLINGTON, Va. — Convoke Pulse is a solution to manage recovery of post charge-off balances.  Integrate and consolidate data from all first- and third-party systems for a complete and accurate view of each account.  Balance and cost data is automatically updated, granular, and easy to access.  Convoke Pulse ensures you have up-to-date and accurate information on balances and costs to manage both performance and compliance.

Convoke Pulse enables general ledger accounting functionality and can serve as your system of record.  The new Account Detail Hub provides a central location for all account-level data. It is fully configurable and customizable, enabling regulatory oversight, analytics, and integration with other systems.  Like other Convoke products, Convoke Pulse is built with security in mind on Convoke’s trusted, independently audited architecture, with no data stored in the public cloud.

“Convoke Pulse represents a major step forward in our product suite,” said David Pauken, CEO of Convoke. “We aim to support credit issuers with the entire collection and recovery process, and the ability to integrate and track balance and cost data is critical for our customers. The development of Convoke Pulse will also enable more innovative products in the months and years ahead.”    

Convoke Pulse builds on the 2022 launch of Convoke Freeform: a flexible, secure, and easy-to-use collaboration platform.  Convoke will continue to develop and expand the product suite to address both the business needs and regulatory requirements of credit issuers.  

About Convoke

Convoke provides modern recovery solutions for credit issuers to support the debt collection process. The Convoke team provides industry-leading SaaS support to customers, leveraging 12+ years of industry experience. With its innovative and versatile products, Convoke enables creditors to increase recovery rates, reduce the burden of third-party oversight, and ensure regulatory compliance. Convoke is headquartered in Arlington, VA. For more information on Convoke, please visit www.convokesystems.com. 

NEW YORK, N.Y. — Skit.ai, the leading Conversational Voice AI solution in the Account Receivable Management (ARM) industry, has announced a strategic partnership with SameDay Auto Finance, LLC., a Texas-based company that provides simple, quality service for their dealers and helps customers with auto finance needs. This collaboration has enabled them to modernize their collection processes by deploying Skit.ai’s Augmented Voice Intelligence Platform, which has accelerated their revenue recovery efforts. 


The solution allowed them to address concerns in reaching delinquent accounts and bridging the gap between output and agent scarcity by scaling their operations, broadening their outreach capabilities, and launching 24/7 campaigns. They have successfully dialed over 100,000 calls via the Voice AI solution achieving a Right Party Contact (RPC) rate of 36%, enabling them to offer their customers the convenience of making payments on their terms. This approach has led to a Promise-to-Pay rate of over 4%, demonstrating the platform’s capacity to find and engage with the right customers and convert these interactions into firm commitments to fulfill payment obligations.

Commenting on the partnership’s success Russell Warden, CEO of SameDay Auto Finance LLC. stated, “We’ve been able to drive actionable insights and optimize our collections process with this robust solution, Which has enabled us to engage with our customers at the right time, with the right message, simplifying the repayment process. Most notably, we’ve seen an increase in on-call collections and payments, which showcases our customers’ acceptance of engaging with Conversational Voice AI in resolving their debt”.

 
”Since integrating Skit.ai’s Augmented Voice Intelligence Platform, we’ve seen significant improvements in our revenue recovery and customer experience. It has consistently enabled compliant communications with delinquent customers, irrespective of agent availability, and has scaled our outbound call volume,” Warden further added.

Skit.ai’s platform can enable agencies in the ARM industry to reach millions of customers efficiently and effectively. The solution is compliant, configurable, easy to deploy, and has the capabilities to navigate and resolve the nuanced challenges faced at the point of debt resolution as experienced by agencies like SameDay Auto Finance LLC. 

“Our solution successfully managed over 100,000 calls with a remarkable engagement rate of over 50%. This enabled SameDay Auto Finance to promptly address concerns related to connectivity rates with delinquent customers and staffing challenges. The partnership serves as a testament to our impact on the customer experience within the ARM industry and our team’s adeptness in solving complex challenges and delivering tailored solutions.” Stated Sourabh Gupta, Founder and CEO of Skit.ai.

About SameDay Auto Finance, LLC:

SameDay Auto Finance is a Limited Liability Company as registered with the Office of the Secretary of State in Texas as well as the Office of the Consumer Credit Commissioner. SameDay Auto Finance founders bring over 100 years of combined experience in the area of Finance.The goal at SameDay Auto Finance is simple, quality service for our dealers and helping customers with their auto finance needs.  https://samedayauto.net 

About Skit.ai: 

Skit.ai is the leading Conversational Voice AI company in the ARM industry, enabling collection agencies to streamline and accelerate revenue recovery. Skit.ai’s Compliant, Configurable, and Easy-to-deploy solution enables enterprises to automate nearly one million weekly consumer conversations. Skit.ai has been awarded several awards & recognitions, including Disruptive Technology of the Year 2022 by CCW; Stevie Bronze Winner 2022 by The International Business Awards; Gold Globee CEO Awards 2022. Skit.ai is headquartered in New York City, NY.  https://Skit.ai

To learn more about how Skit.ai’s has modernized debt collection processes of SameDay Auto Finance book a meeting and speak to an expert at Skit.ai

On June 8, 2023, the CFPB announced that it had entered into a consent order with Phoenix Financial Services, LLC (Phoenix), a third-party debt collector that collects primarily past-due medical debts and furnishes information to consumer reporting agencies (CRAs), to settle alleged violations by Phoenix of the Fair Credit Reporting Act and its implementing Regulation V, the Fair Debt Collection Practices Act, and the Consumer Financial Protection Act.  In addition to requiring the payment of consumer redress by Phoenix, the consent order requires the company to pay a $1.675 million civil money penalty to the CFPB.  It is noteworthy that the consent order also includes a provision pursuant to which Phoenix agrees to be subject to the CFPB’s supervisory authority for the consent order’s five-year duration.

The consent order includes the following CFPB findings and conclusions:

• Phoenix violated the FCRA by failing to conduct reasonable investigations of indirect disputes from CRAs and direct disputes from consumers.  Phoenix had inadequate dispute investigation procedures that included Phoenix’s reliance when investigating disputes on data points received from its clients at account placement that Phoenix had not verified as accurate and that Phoenix failed to review other potentially relevant information in its records.  It did not have a sufficient number of employees and contractors to effectively handle the volume of disputes it received, with the result that its employees and contractors often spent “mere seconds on average” to resolve the hundreds of disputes that Phoenix received each day.

• Phoenix violated the FCRA and Regulation V by failing to establish and implement reasonable written procedures regarding the accuracy and integrity of information it furnishes to CRAs.  Phoenix’s audits of its dispute investigation procedures were insufficient for identifying practices that compromised the accuracy or integrity of information furnished to CRAs.

• Phoenix violated the FDCPA by sending collection letters after receiving a written dispute within 30 days of the consumer’s receipt of a debt validation notice but before obtaining verification of the debt or a copy of the judgment and mailing a copy of the verification or judgment to the consumer.

• Phoenix violated the FDCPA by sending debt collection letters to consumers after an oral dispute about the validity or accuracy of the debt without having obtained substantiation for the debt sufficient to provide a reasonable basis for asserting that the consumer owed the debt at the time Phoenix sent the letters.  The implied representation in these letters that Phoenix had a reasonable basis to assert that the consumer owed the debt was false and was a misrepresentation about the validity or accuracy of the debt because Phoenix had no such reasonable basis.  

• By violating the FCRA, Regulation V, and the FDCPA, Phoenix violated the CFPA.

In addition to payment of a $1.675 million civil money penalty, the consent order requires Phoenix to provide consumer redress by refunding all amounts paid to Phoenix on an unverified debt between January 1, 2017 and the date of the consent order by consumers who received unlawful debt collection letters from Phoenix after disputing the validity of the alleged debt.  It also requires Phoenix to abide by certain conduct provisions to prevent it from engaging in the violations found by the CFPB, including not making any representation that a consumer owes a debt unless Phoenix can substantiate the debt claim at the time of the representation.  Phoenix must also establish and implement written policies and procedures to ensure that it conducts reasonable investigations of disputes about information furnished to CRAs.

Medical debt has been a CFPB focus under Director Chopra.  In 2022, the CFPB issued three reports on medical debt along with CFPB comments strongly suggesting that the agency was headed in the direction of taking steps to block or limit the reporting of medical debt.  In February 2023, the CFPB published its report titled “Market Snapshot: An Update on Third-Party Debt Collections Tradelines Reporting,” analyzing trends in credit reporting of debt in collections and its blog post named “Debt collectors re-evaluate medical debt furnishing in light of data integrity issues,” highlighting factors that create challenges for medical collections reporting.  The February report foreshadowed the announcement by Equifax, Experian, and TransUnion in April 2023 that they would remove unpaid medical collections under $500 from consumer credit reports.  In its Data Point released in April 2023 after the announcement, the CFPB estimated how the removal of certain medical collections from consumer credit reports may impact credit based on a sampling of credit reports from 2012-2020 and found that removing medical collection tradelines can significantly improve credit scores and credit availability.

TAMPA, Fla. and SAN FRANCISCO, Calif.– OTDAmericas, a global business process outsourcing company, and LiveVox (Nasdaq: LVOX), a proven cloud CCaaS platform built to transform contact center performance, today announced that LiveVox has been chosen as OTDAmericas’ global contact center platform provider. OTDAmericas is the nearshore subsidiary for parent company, OneTouch Direct, leveraging more than 9,000 employees throughout Colombia, Mexico, and Latin America, with availability for Asia and Europe as well. OTDAmericas will deploy LiveVox’s platform for use throughout the customer journey for its large customer base that includes many of the largest and most recognized Fortune 500 U.S. and global brands across consumer finance, retail banking, technology, telecom, entertainment and media, payment processors, and internet providers.

Built to help contact center leaders redefine customer engagement, LiveVox’s cloud contact center platform incorporates blended omnichannel communications with workforce engagement capabilities that enhance the agent experience and performance. The platform provides immediate access to the tools and information needed to effectively engage customers, understand sentiment, and deliver exceptional CX, as well as security protocols and regulatory compliance solutions that are brand protective and safeguard sensitive information.

“We selected LiveVox based on the platform’s growing workflow automation and collaboration capabilities and flexibility to meet use cases ranging from originations and customer loyalty and retention to customer care and accounts receivable management and specifically for our global clients’ multilanguage customer base,” said Yvonne Torrijos, OTDAmericas’ Chief Client Officer. “Deploying the LiveVox platform will boost agent efficiency and productivity, significantly improving the quality of customer support.”

“LiveVox’s partnership with OTDAmericas will enhance the customer experience and quality management across the full customer lifecycle for their clients,” said John DiLullo, CEO, LiveVox. “Working together, we’re providing fully integrated AI, automation, and multilingual collaboration tools that enhance customer engagement, boost agent productivity, empower their managers and back-office personnel, and maximize the success their clients achieve.”

To learn more about OTDAmericas, contact Yvonne Torrijos at yvonne.torrijos@otdamericas.com.

To learn more about working with LiveVox, please click here.

About OTDAmericas

OTDAmericas, the nearshore subsidiary arm for OneTouch Direct, provides full-service contact solutions from state-of-the-art centers in Colombia, Mexico, Asia, and Eastern Europe with the ability to build to suit upon client demand. As a contact center outsourcing company, OTDAmericas offers integrated omni-channel customer engagement for customer service, collections, back-office support, and custom technology solutions designed to drive exceptional customer interactions and enhance our clients’ brands. Partnering with leading global brands representing clients in Banking and Financial Services, Consumer Auto, FinTech, Healthcare, Insurance, Media, Retail and e-commerce, Technology, Telecom, and Utilities industries, OTDAmericas is focused on facilitating our clients’ strategic growth with Class A workplace, leveraging exceptional employee attrition rates, and ensuring brand protection in a competitive unique cost benefit structure. Our global delivery model offers flexible onshore, nearshore, offshore, and WAHA service options spanning the US, Mexico, Colombia, Asia, and Eastern Europe. 

About OneTouch Direct

OneTouch Direct, parent company for OTDAmericas, is a US based business process outsourcing company delivering best-in-class customer experiences (CX) for some of the world’s largest and most loved brands. Rooted in our passion and deep expertise, OneTouch Direct creates unified brand experiences that break the rules and foster meaningful relationships. For over 20 years, our people-centric, data driven outsourcing solutions have powered better revenues and profitability across the full customer life cycle. For more information visit onetouchdirect.com.

About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’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.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com

or call one of our specialists at (844) 386-5934.