LiveOps Announces the Availability of Its Spring 09 On-Demand Contact Center Platform

New Capabilities and Enhancements Empower Enterprises with Productivity Tools and Cost Efficiencies Delivered Through Contact Center in the Cloud

SANTA CLARA, Calif. (April 21, 2009) –

LiveOps today announced the Spring 09 edition of LiveOps On-Demand Contact Center Platform. The Spring 09 edition dramatically enhances productivity across the enterprise contact center operations. For contact center managers, LiveOps On-Demand Contact Center Platform now includes new administration capabilities and improved legacy contact center integrations. Spring 09 also includes enhancements to the agent interface along with the addition of Web chat and email capabilities designed to improve agent efficiency and the quality of customer interactions.

“The Spring 09 edition marks a key milestone in delivering LiveOps’ vision for the contact center in the cloud,” said Wes Hayden, president of LiveOps. “LiveOps enables enterprise customers to optimize their customer service environments, while decreasing upfront costs and improving productivity. Because it is delivered as a service on a pay-as-you-go model, customers aren’t constrained by large up-front capital expenditures that are required with premise-based solutions.”
Improving the Operation Efficiency and Productivity of Contact Centers

The new LiveOps On-Demand Contact Center Platform transforms traditional call centers into a multi-channel contact center improving customer service while decreasing the cost and complexity of on-premise solutions — a key advantage in today’s economic times. The Spring 09 edition of LiveOps On-Demand Contact Center Platform includes five key features focused on empowerment and productivity:
Multi-Channel Interaction

With new Web chat and email capabilities, enterprises can efficiently deliver service to their customers in the format of their choice (phone, email and chat) and ensure that high service levels are consistently maintained across all interactions. With email and Web chat, the LiveOps On-Demand Contact Center Platform provides the tools for enterprise customers to be more proactive in their interactions with customers. For example, the new Web chat includes functionality to automatically identify customers who show attributes such as the most potential to buy. The customer can then get a customized Web chat invite from the company based on rules created by the business users. Agents can also assist customers in completing online transactions, information queries or other Web-based experiences via Web chat.
Improved Visibility and Control

LiveOps Spring 09 features an enhanced user interface that provides contact center administrators a personalized dashboard with real-time performance data and a widget-oriented side-bar with quick-links to reports, user guides and search.
Enhanced Agent Interface Improves Performance and Productivity

In addition to a new administrator user-interface, LiveOps Spring 09 provides an enhanced agent interface designed to improve agent efficiency and quality for all customer interactions. The intuitive and simple-to-use interface provides agents with quicker access to metrics and statistics and can be easily integrated with third-party applications or desktops. And, because it is delivered as a service, the LiveOps Spring 09 Contact Center Platform is easily accessed via any Web browser. It requires no installation on agents’ desktops.
Customer Feedback Optimization Surveys

The LiveOps Spring 09 On-Demand Contact Center Platform provides business users the tools to build post-call survey capabilities that help drive improved agent performance by incorporating results into agent performance metrics. The survey tools allow users to conduct in-depth historical reporting on all survey results and provide the survey results as recorded files for users to analyze. These can be used to improve routing, together with timely feedback and coaching for agents.
Enhanced Enterprise Contact Center Integrations

The new LiveOps platform may be integrated into existing legacy contact center infrastructures as well as VXML-based interactive voice response (IVR) environments.

“LiveOps’ integrations with key legacy systems will be a key enabler for companies to begin creating hybrid contact center environments, combining premise-based and cloud-based assets,” said Sheila McGee-Smith, president of industry analyst firm McGee-Smith Analytics. “For an important segment of the market this creates an easy way to address expansion needs, build a disaster recovery plan or handle seasonal peaks without capital investment.”
Availability

Starting today, roll out of all the Spring 09 enhancements will be completed by the June timeframe.
LiveOps Delivers on Promise of Cloud Computing to the Contact Center

Each new edition by LiveOps underscores the value of cloud computing for the contact center. With LiveOps, customers are no longer left in limbo waiting for the next version of the software and the costly upgrades required (note: typically an annual or bi-annual process.) As new features become available, all customers can be instantly upgraded without the complicated integrations or additional expenses typically associated with an on-premised based solution.

In addition to real-time access to new features, LiveOps contact center in the cloud can provide greater cost and operational efficiencies:

* The Always-On SaaS Platform: Built from the ground up on innovative, Web-based architecture and grid computing, LiveOps has developed a highly scalable and always-on platform that leverages Web 2.0 technologies and is designed for a mission critical enterprise environment – the contact center.

* On-demand when you need it: Rather than investing in overcapacity for the “spikes” in operations, companies can “pay-per-use” for technology and services that instantly scale up or down to meet demand.

* Real-time visibility and control: Regardless of whether they are running brick and mortar contact centers, managing remote agents or a combination of both, contact center managers have the tools and services to make real-time decisions and changes to call routing and agent operations. It is simple to use, highly secure and empowers contact center managers to achieve greater cost efficiencies using full self-service capability and end-to-end visibility.

About LiveOps, Inc.

LiveOps is a rapidly growing technology company offering two innovative solutions for enterprises: Contact Center in the Cloud, a SaaS technology platform for managing contact centers, and Workforce in the Cloud, an on-demand workforce for outsourcing call center calls. LiveOps On-Demand Contact Center Platform brings the value of cloud computing to the contact center by enabling enterprises to rapidly deploy an always-on and instantly scalable contact center infrastructure in a pay-per-use model that enables customers to achieve greater operational and cost efficiencies. LiveOps uses this same technology platform everyday to successfully run the largest virtual call center with over 20,000 independent agents. LiveOps provides enterprises with the on-demand call center platform and community of on-demand independent agents to quickly achieve better business results. The company is headquartered in Santa Clara, California.

Source: LiveOps

 
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