LiveOps, a provider of cloud contact center and customer service solutions, has acquired UserEvents 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.
With this acquisition, LiveOps further advances its cloud platform by creating a customer experience management platform that delivers dynamic and personalized customer service solutions. The addition of contextual routing provides real-time insights into each customer’s buying and service intentions, while smart routing techniques guide true, cross-channel interactions.
"LiveOps has quietly disrupted industry and brand expectations for customer experience management," said Marty Beard, chairman and CEO of LiveOps, in a statement. "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."
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 ultra-fast in-memory processing.
"Building and maintaining customer loyalty and retention is a huge concern for brands of all sizes," said Jeff Thompson, president and CEO of UserEvents, in a statement. "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 also brings rich engineering talent to LiveOps. The UserEvents staff will join LiveOps immediately, and its New Brunswick, Canada, office will become an additional LiveOps R&D facility designated for big data-driven technologies.
The UserEvents acquisition follows a $30 million debt funding round that LiveOps has just completed as well as a corporate restructuring that creates two separate operating entities: LiveOps Cloud Platform and LiveOps Agent Services.
LiveOps Cloud Platform provides contact center applications that enable organizations to manage multichannel customer interactions across voice, email, chat, social media, and SMS.
LiveOps Agent Services provides on-demand outsourced customer service through a network of 20,000 independent, work-at-home agents. Handling more than 70 million interactions a year on behalf of more than 250 clients, LiveOps Agent Services provide sales and customer service agents for retail, financial services, and health and human services industries. In 2013, the company drove a 75 percent growth in insurance customer service interactions, 67 percent increase in health and human services revenue, and provided agent services to 70 percent of the top direct marketing retailers in the United States.