Case Study: Eastern Account Systems achieves 79% higher contact rates and a $6 lower cost per interaction with LiveVox

How Eastern’s Digital Channel Expansion Lowered its Cost of Service & Improved CX

Eastern Account Systems, a full‑service BPO with decades of experience, was losing connections as customers stopped answering unfamiliar numbers and wanted faster, non‑voice options. They sought a single, compliant omnichannel platform rather than a patchwork of vendors and partnered with LiveVox to expand into digital channels (including 2‑Way SMS and webchat) while maintaining TCPA‑focused compliance and real‑time consent controls.

LiveVox deployed its omnichannel solution and Unified Data Model—adding SMS, webchat, native CRM consent management and court‑vetted dialing—to unify campaigns, streamline infrastructure, and improve campaign visibility. The result: a 79% increase in contact rates, about a $6 reduction in cost per interaction, better consent management and reliability, and scalable digital channel adoption that positioned Eastern Account Systems for further AI and chat expansion.

Eastern Account Systems

Matt Schuster

Vice President, Strategic Development