|By Business Wire||
|January 28, 2013 11:03 AM EST||
LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced the availability of LiveOps® Engage™, the industry’s first single, integrated, multichannel desktop, built with both the agent and the customer in mind. LiveOps Engage simplifies the user experience to increase agent productivity and improve customer experience across all channels on a single screen: phone, email, live chat, SMS, Twitter, and Facebook.
Inspired by modern web design, LiveOps Engage is a browser-based cloud application that’s available at no additional cost to customers of the LiveOps Platform. The contemporary design, color palettes and typography of LiveOps Engage create a highly intuitive user interface that’s easy to learn and use. Agents using LiveOps Engage need less time and fewer clicks to complete the most common functions, since everything is contained in a single, integrated agent desktop.
Results of a recent survey of traditional multichannel agents indicate that the use of LiveOps Engage creates the potential for agent productivity gains, efficiencies and cost savings including:
- 25% to 50% increase in agent productivity
- 25% to 50% increase in agent “happiness”
- 25% overall cost savings
- Improved first call resolution
- Reduced average interaction handle time
- Reduced customer churn
- Increased Customer Lifetime Value
“LiveOps Engage is very appealing. The look and feel is clean and a lot less cluttered than the user interfaces that many other vendors are showing,” observed Dan Miller, Senior Analyst, Opus Research. “It masks many of the unavoidable complexities and lets the agents focus on what’s most important without having to spend time toggling between multiple applications and browsers.”
Industry experts estimate that the time delays created for agents by disconnected applications can cost companies more than $5,000 per year in unnecessary spend per agent. These delays also lead to inconsistent service across communications channels and ultimately a fragmented brand experience for the consumer. Contact center agents are critical brand ambassadors, but they are often not empowered with the right tools they need to effectively manage their work flow or track customer engagement across an increasing number of channels.
“Agent experience is directly linked to delivering superior customer care across multiple channels. As such, it’s imperative that businesses focus on empowering their agents with tools that help them easily access unified multichannel information,” said Omer Minkara, Research Analyst, Contact Center and Customer Experience Management, Aberdeen Group.” Best-in-Class organizations enable agents with the ability to handle multi-channel customer interactions through a unified agent desktop on a single screen. These unified agent desktop tools, such as those provided by LiveOps, enable increased agent productivity and improve customer satisfaction results by 39.9% year-over-year.”
Whether the customer initiates a phone call, email, chat session, SMS, Facebook post or Tweet, the message and phone panels in LiveOps Engage are integrated within a single screen. This single screen integration enables agents to receive a 360 degree view of the customer to ensure that the most relevant information is seen at the right time alongside a history of past interaction. Plus, the integrated user interface of LiveOps Engage helps agents to quickly and easily respond to customers in the channel the customer prefers, or seamlessly pivot to the channel best suited to resolve the customer’s issue. This empowers agents to resolve customer inquiries faster and with greater accuracy, and can improve customer satisfaction.
As a company with more than 10 years of experience running the world’s largest cloud customer service contact center, LiveOps knows how agents work and how their performances are measured. This unparalleled expertise has shaped the vision at LiveOps that the future of customer service hinges on brands not only having a complete view of their customer and their interaction history in one place, but also the ability to pivot customer interactions across multiple channels in one application.
“There is little doubt that for customer support operations to improve performance in today’s complex environment, a unified agent desktop is an essential tool. It improves the customer experience, increases accuracy, supports more personalized interactions and reduces processing time,” said Elizabeth Harrell, Vice President, Principal Analyst, Constellation Research. “LiveOps demonstrates solid innovation in this area that will attract more customers and help sustain its strong year-over-year growth in cloud customer service.”
“At LiveOps we have a saying: ‘the agent experience creates the customer experience.’ It really is that simple,” said Kieron Lawson, Chief Technology Officer of Applications, LiveOps. “Driving agent productivity and efficiency are still the foundation of any contact center. LiveOps Engage lets today’s Internet-savvy agents interact with customers on their channels of choice, with a user experience that’s as simple as any other consumer application. By providing agents with a 360 degree customer view and all the tools they need to manage both social and private channels in a single desktop, they are more productive, more efficient, and ultimately provide better customer service. At the end of the day, that’s what matters most to contact center decision makers.”
LiveOps Engage Resources
More detailed information and videos about the LiveOps Engage single-screen interface can be found at: www.liveops.com/engage
Pricing & Availability
Available to companies worldwide directly through LiveOps or its global partner network, LiveOps Engage is available to customers using the LiveOps Platform at no additional cost. Existing customers need only notify their account manager to download the new LiveOps Engage desktop. Visit www.liveops.com for more information.
Quotes about LiveOps Engage from Contact Center Agent User Survey*
“I like how it flows. It seems very user-friendly and up-to-date with all the latest channels.”
“It doesn’t look like a desktop, more like a modern website. It’s easier on the eyes. Not your typical CRT screen.”
“Wow! I think it’s amazing! It would really help better communicate with customers.”
“It’s easy on the eyes…streamlined…and everything in one system. It makes me happy!”
About LiveOps, Inc.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California with European regional headquarters in London, UK, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com
*= LiveOps surveyed its US-based, community of independent contractor agents between December, 2012 and January, 2013. Agents voluntarily participated in this survey. Agents were shown a live demonstration of LiveOps Engage, asked a series of questions including their personal and professional opinion of the application. The direct quotes expressed in this press release are actual responses that were originally collected during this survey process.
SYS-CON Events announced today that Cloud Academy will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloud Academy is the industry’s most innovative, vendor-neutral cloud technology training platform. Cloud Academy provides continuous learning solutions for individuals and enterprise teams for Amazon Web Services, Microsoft Azure, Google Cloud Platform, and the most popular cloud computing technologies. Ge...
Mar. 23, 2017 11:30 PM EDT Reads: 4,333
SYS-CON Events announced today that Loom Systems will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2015, Loom Systems delivers an advanced AI solution to predict and prevent problems in the digital business. Loom stands alone in the industry as an AI analysis platform requiring no prior math knowledge from operators, leveraging the existing staff to succeed in the digital era. With offices in S...
Mar. 23, 2017 11:30 PM EDT Reads: 679
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Mar. 23, 2017 10:15 PM EDT Reads: 3,264
With billions of sensors deployed worldwide, the amount of machine-generated data will soon exceed what our networks can handle. But consumers and businesses will expect seamless experiences and real-time responsiveness. What does this mean for IoT devices and the infrastructure that supports them? More of the data will need to be handled at - or closer to - the devices themselves.
Mar. 23, 2017 07:15 PM EDT Reads: 4,288
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Mar. 23, 2017 06:00 PM EDT Reads: 1,298
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Mar. 23, 2017 04:15 PM EDT Reads: 2,456
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
Mar. 23, 2017 03:45 PM EDT Reads: 1,768
SYS-CON Events announced today that Telecom Reseller has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
Mar. 23, 2017 03:30 PM EDT Reads: 1,717
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
Mar. 23, 2017 03:30 PM EDT Reads: 1,600
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Mar. 23, 2017 02:30 PM EDT Reads: 1,464
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
Mar. 23, 2017 02:15 PM EDT Reads: 1,192
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
Mar. 23, 2017 12:45 PM EDT Reads: 1,695
SYS-CON Events announced today that Addteq will exhibit at SYS-CON's DevOps Summit at Cloud Expo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Addteq specializes in creating innovative solutions to solve business processes through the use of DevOps automation. Addteq was founded on the firm belief that automation is essential for successful software releases. Addteq's products and services are centered around the fundamental approach of understanding the pr...
Mar. 23, 2017 12:30 PM EDT Reads: 2,769
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Mar. 23, 2017 12:30 PM EDT Reads: 1,179
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
Mar. 23, 2017 12:30 PM EDT Reads: 1,089
SYS-CON Events announced today that Infranics will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Since 2000, Infranics has developed SysMaster Suite, which is required for the stable and efficient management of ICT infrastructure. The ICT management solution developed and provided by Infranics continues to add intelligence to the ICT infrastructure through the IMC (Infra Management Cycle) based on mathemat...
Mar. 23, 2017 09:30 AM EDT Reads: 2,548
"I think that everyone recognizes that for IoT to really realize its full potential and value that it is about creating ecosystems and marketplaces and that no single vendor is able to support what is required," explained Esmeralda Swartz, VP, Marketing Enterprise and Cloud at Ericsson, in this SYS-CON.tv interview at @ThingsExpo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Mar. 23, 2017 08:00 AM EDT Reads: 3,791
The buzz continues for cloud, data analytics and the Internet of Things (IoT) and their collective impact across all industries. But a new conversation is emerging - how do companies use industry disruption and technology enablers to lead in markets undergoing change, uncertainty and ambiguity? Organizations of all sizes need to evolve and transform, often under massive pressure, as industry lines blur and merge and traditional business models are assaulted and turned upside down. In this new da...
Mar. 23, 2017 08:00 AM EDT Reads: 3,320
Web Real-Time Communication APIs have quickly revolutionized what browsers are capable of. In addition to video and audio streams, we can now bi-directionally send arbitrary data over WebRTC's PeerConnection Data Channels. With the advent of Progressive Web Apps and new hardware APIs such as WebBluetooh and WebUSB, we can finally enable users to stitch together the Internet of Things directly from their browsers while communicating privately and securely in a decentralized way.
Mar. 23, 2017 03:00 AM EDT Reads: 5,516
SYS-CON Events announced today that HTBase will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. HTBase (Gartner 2016 Cool Vendor) delivers a Composable IT infrastructure solution architected for agility and increased efficiency. It turns compute, storage, and fabric into fluid pools of resources that are easily composed and re-composed to meet each application’s needs. With HTBase, companies can quickly prov...
Mar. 23, 2017 02:15 AM EDT Reads: 2,454