|By Business Wire
|January 28, 2013 11:03 AM EST
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
“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.
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
“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.
Photos/Multimedia Gallery Available: http://www.businesswire.com/multimedia/home/20130128005483/en/
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