Case Study: Hunter Warfield achieves major digital engagement and self-service growth with LiveVox

How Hunter Warfield Used LiveVox to Drive Digital Engagement & Self Service Growth

Hunter Warfield, a business process outsourcing firm and the nation’s most trusted revenue recovery partner, engaged LiveVox to support a large seasonal rollout and a shift to a fully remote, digital-first model. Hunter Warfield needed real-time, granular consumer data and cross-channel contact history to deflect inbound calls, improve agent efficiency, and scale campaigns quickly — challenges LiveVox addressed using its outbound voice platform and integrated CRM, voice, and digital solutions.

LiveVox implemented a unified omnichannel platform (CRM, Voice, IVR, SMS/MMS digital contact cards, and email campaigns) plus skills-based routing and updated agent workflows to drive digital engagement and self-service. The result: +62% increase in payment-portal usage, +123.6% increase in revenue secured (with IVR revenue up 136.2%), +79.3% more self-pay consumers, an 8% reduction in agent not-ready time, a 12% decrease in update time, and a 7% improvement in outbound-to-agent call ratio.

Hunter Warfield