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Agile Computing Authors: Elizabeth White, Pat Romanski, Dana Gardner, Rob Markovich, Hurricane Labs

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LiveOps Acquires UserEvents to Bring Real-Time, Contextual Routing to the Cloud Contact Center

LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that it has acquired UserEvents, Inc. and its flagship product CxEngage, a contextual routing engine that can aggregate and process events on any social, web, mobile or voice channel in real time. This follows LiveOps’ announcement of $30 million in debt funding, as well as the formation of two separate LiveOps corporate entities, also announced today. The two entities will focus on LiveOps’ growth in cloud contact center software and on-demand agent services. With this acquisition, LiveOps further advances its Cloud Platform by creating a powerful customer experience management platform that delivers smart, dynamic and personalized customer service solutions to brands of all sizes. The addition of contextual routing provides unprecedented real-time insights into each customer’s buying and service intentions, while smart routing techniques guide true, cross-channel interactions that help both brands and consumers reach their desired outcome.

“LiveOps has quietly disrupted industry and brand expectations for customer experience management,” said Marty Beard, chairman and CEO, LiveOps. “With this acquisition we are further challenging old ways of doing business. It is no longer enough to measure customer satisfaction for each channel separately. Consumers shift between channels, and contact centers must adapt to better manage these fragmented interactions across voice, email, chat, social and SMS. By incorporating real-time, contextual routing and proactive customer engagement into the LiveOps Platform we will provide a better experience across the entire customer journey. Think of interacting with a brand that can offer priority treatment when you call them based on your activities on their website or via web chat; or a brand who has intelligence across all touch points, can sense that you are getting frustrated online and offer you proactive live help at just the right moment to ensure you have a great experience. That is what LiveOps can do with CxEngage.”

The acquisition of the UserEvents CxEngage technology solidifies LiveOps’ multichannel routing leadership by enabling the industry’s first contextual routing solution for intelligent customer engagement. CxEngage makes customer data actionable in real time by picking up on patterns in behaviors, placing them in the context of the customer’s brand journey and offering up ways in which brands can proactively delight customers. This includes the detection of patterns indicative of a positive or negative customer experience via ultrafast in-memory processing. This transformational technology will significantly reduce Customer Effort and increase First Contact Resolution, which are two key measures for improving customer experience and increasing customer loyalty and lifetime value.

“Building and maintaining customer loyalty and retention is a huge concern for brands of all sizes,” said Jeff Thompson, president and CEO, UserEvents. “Understanding your customers goes beyond awareness of interaction history and past preferences. We believe that brands must have visibility into present needs and act proactively and immediately on that information based on patterns of events. Adding the CxEngage technology to LiveOps’ existing routing solution packs a powerful punch for brands looking to transform how they manage the entire customer journey to deliver smarter, better, faster customer engagement.”

The LiveOps Platform will integrate the CxEngage contextual routing capabilities with the core platform and extend them to all LiveOps applications, including LiveOps Engage®, LiveOps for Salesforce® and custom applications built on top of LiveOps APIs. The UserEvents acquisition brings rich engineering talent to LiveOps, as well, and the UserEvents staff will join LiveOps immediately, with the former UserEvents New Brunswick, Canada office now serving as an additional LiveOps R&D facility designated for Big Data-driven technologies.

For more information on LiveOps, please visit http://www.liveops.com/.

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, Ideal Living, 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, LiveOps supports a wide range of industries including retail, financial, health care, insurance, and high tech. For more information, visit www.LiveOps.com.

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