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LiveOps, Inc.
555 Twin Dolphin Dr. Suite 400
Redwood Shores CA 94065
United States

PH: (800) 411-4700
Visit their Web site: www.liveops.com
 
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Profile

LiveOps is the global leader in cloud contact center and customer service solutions. Hundreds of companies including Salesforce.com, Symantec, and Royal Mail Group trust LiveOps to enable effective multichannel customer interactions quickly, easily and securely across every channel - voice, email, live chat, SMS, Facebook and Twitter. And with the LiveOps EngageTM integrated agent desktop, agents have a better and faster way to engage with customers across any channel without having to navigate through multiple windows or applications. Headquartered in Redwood City, CA LiveOps supports a wide range of industries including government, financlai services, insurance, retail, healthcare and high tech.      

 

CRM Magazine Publisher Bob Fernekees interviews LiveOps Senior VP and Chief Marketing Officer Ann Sung Ruckstuhl at CRM Evolution 2013 at the Marriott Marquis in New York City.

LiveOps' Ann Sung Ruckstuhl: The CRM 2013 Interview on Vimeo.

Product Description

For over 10 years, LiveOps has been building the largest cloud-based distributed contact center on the planet. We built the LiveOps Cloud Contact Center Platform on the four cornerstones that are the foundation of our business:

  • Uninterrupted Reliability
  • Impenetrable Security
  • Horizontal Scalability
  • Unmatched Flexibility

LiveOps has led the industry in the innovation of 100% cloud-based contact center applications-years ahead of the pack. Our applications work together, because they are built on our core platform. And because all our applications live in the cloud, you can access them from anywhere you have a trusted internet connection.

LiveOps Applications are broken down into two primary categories, Multichannel Agent Desktop Applications and Management Applications.  The Multichannel Agent Desktop Applications are all seamlessly integrated into the LiveOps Engage desktop and are comprised of LiveOps Voice, LiveOps Chat & Email and LiveOps Social.  The Management Category is comprised of LiveOps Insight, LiveOps Authoring and LiveOps Recording.

Whitepapers, Archived Webcasts and Sponsored Content
  • LiveOps Voice
    Through an integrated agent desktop and phone panel, LiveOps Voice supports both inbound and outbound calling with a common set of telephony controls for agents. In addition, Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) and CRM integrations provide flexible, easy-to-implement solutions to fit your specific business needs.
  • LiveOps Chat & Email
    Enable your website visitors to interact directly, in real time, with your agents. With one click on your website, customers and prospects can open a live, web chat session with your representatives. This reduces call volume, gives customers more immediate help and improves satisfaction and conversion rates.
  • LiveOps Social
    LiveOps Social makes it easy for you to manage, measure and respond to your customers in these channels with the same routing, quality control, efficiency and reporting that you demand for other channels such as voice, email and chat.
  • LiveOps Management Applications
    Knowledge is power, and with LiveOps Insight that knowledge is instantly available through a suite of sophisticated yet easy to use reporting and analytical tools. From identifying broad trends across all your contact centers, to fine grained analysis of individual agent performance, LiveOps Insight uses state of the art data warehousing principles to let you be the master of your historical data. LiveOps Authoring uses a Web 2.0 graphical "drag and drop" interface that lets you create sophisticated call flows without programming. LiveOps Recording gives the contact center manager a front row seat to customer interactions. Winner of TMC Labs 2011 Innovation Award, LiveOps Recording uses industry leading cloud technology to capture voice and high quality screen recordings without the installation of software, hardware, or additional storage capacity. The ONLY 100% cloud-based audio and screen recording solution available, LiveOps Recording provides the ideal basis for agent quality control, training and regulatory compliance.
  • LiveOps Engage
    LiveOps Engage sets the standard for single screen, multichannel desktop – simpler, faster, better. 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.
This company is listed in the following categories:
Channel ManagementConsumer Packaged GoodsCustomer Service/Call CentersEducation
Enterprise CRMFinancial Services/BankingGovernmentHealthcare
InsuranceManufacturing/AutomotiveNon-profitPharmaceuticals/Chemicals
Professional ServicesRetailSMB/Mid-market CRMSocial CRM
Sports/EntertainmentTechnologyTelecommunicationsTransportation
Travel/Hospitality
Articles Mentioned
3 Reasons to Boost Your Contact Center's Strategic Value
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
Should You Offer Social Customer Support?
Despite its limitations, progressive organizations are leveraging social media as part of an omnichannel customer service strategy.
LiveOps Acquires UserEvents
The UserEvents acquisition gives LiveOps real-time, contextual routing capabilities and adds to its cloud contact center solutions portfolio.
LiveOps Acted As Contact Center for the MDA Telethon
LiveOps fielded live calls during the Labor Day telethon and during re-broadcasts.
Happy Agents, Happy Customers
Increased agent productivity leads to increased satisfaction.
LiveOps Pairs with Drumbi
The companies launch a new visual IVR solution for cloud contact centers.
What's Next for the Contact Center?
Seven trends you can't ignore.
LiveOps Announces Mobile Solution for Direct Response
Direct response marketers can now reach mobile consumers and drive engagement and incremental revenue.
LiveOps Forms Strategic Alliance with Concentric Cloud Solutions
Concentric will add LiveOps Platform and applications to its product offering.
Virtual Hold Technology Names Wes Hayden CEO
The industry veteran will lead the growth of the emerging company in the customer conversation space.
LiveOps Now Offers Facebook Channel Integration
LiveOps Social contact center app lets companies manage social customer interactions.
Making Sense of the Hosted Contact Center Infrastructure Market
A 2012 buyers' guide.
The 2012 Service Leaders
LiveOps Integrates Twitter with the Cloud Contact Center
Social media connectivity highlights the latest additions to the company's cloud-based platform.
LiveOps Screen Recording Now Available
Application offers cloud-based storage for contact centers.
The 2011 Service Leaders
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
The 2010 CRM Service Awards: Rising Stars -- LiveOps (The Home Team)
LiveOps' solutions for outsourcing and workforce management enable contact centers to employ work-at-home agents.
Avaya Wants to Up Virtual Agents' Ante
The release of one-X Agent marks a potential re-emphasis on the vendor's ability to cater to remote agents, says one industry pundit.
LiveOps Makes Play for Enterprise Contact Centers
The features in the company's Spring '09 release aim squarely at its target market, says one industry analyst.
The 2009 CRM Service Awards: Table of Contents and Introduction
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
The 2009 CRM Service Awards: Service Elite -- Introduction
This year's class of four companies impressed us with their CRM service-and-support efforts—and, more important, they impressed their customers.
The 2009 CRM Service Awards: Service Elite -- Bath & Body Works: Spiffing Up the Center
Astute Solutions helps Bath & Body Works' knowledge management system smell like roses.
The 2009 CRM Service Awards: Service Elite -- CBS Interactive: Playing the Games
CBS Interactive optimizes online service across all its sites so customers never miss a minute of the action.
The 2009 CRM Service Awards: Service Elite -- Municipality of Coamo, Puerto Rico: Pleasing the Public
The Municipality of Coamo, Puerto Rico, connects to the community with Microsoft Dynamics CRM and Rock Solid Technologies.
The 2009 CRM Service Awards: Service Elite -- LifeLock: Scaling for Security
Identity-theft guardian LifeLock finds the key with on-demand contact center platform LiveOps.
There's No Place Like Home
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
Business Lessons Drive New Enhancements for LiveOps
The vendor's latest on-demand contact center platform underscores the importance of monitoring calls in real time.
Is SaaS Ready for Its Contact Center Close-up?
Software-as-a-service continues to catch on, but observers differ on whether the not-so-new business model is right for contact centers
And They're Off!
Offshore, that is--and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race.
For Contact Center Infrastructure, Hosting Becomes the Life of the Party
A new study from DMG Consulting finds the market will rapidly expand, with 30 to 35 percent of all new contact center seats being hosted by 2011.
LiveOps Dials in Telephony to Salesforce.com's AppExchange
The announcement underscores efforts to speed contact center adoption of on-demand software; a Salesforce.com executive says LiveOps will "help us integrate better to telephony systems."
9 Essential Strategies to Improve Customer Experience
SAP CRM 2008: As advertising budgets shift to online efforts, customer care is where the money is.
Re-shoring Contact Centers
A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home.
Ahead of the Innovation Curve: On-Demand Contact Center Platforms
LiveOps' Spring 08 On-Demand Call Center Platform comes amid widespread thinking in the industry that customer service's future lies with hosted and managed contact centers.
LiveOps: Tell the Rep Nothing
The company will debut its Secure Exchange technology tomorrow, enabling callers to give and receive information without being overheard.
Home Bodies
Cut contact center operating costs, reduce churn rates, and up flexibility--a serious look at the at-home agent model.
Keeping Balance in the Center
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
More CSRs Are Staying Home
U.S. home-based agents represent a small portion of total customer care reps, but their ranks continue to swell, thanks to macroeconomic trends.
 
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