• October 9, 2014

LiveOps Releases LiveOps Visual and LiveOps Visual Advantage

LiveOps, a provider of cloud contact center and customer service solutions, today announced the immediate availability of LiveOps Visual and LiveOps Visual Advantage, powered by Glance Networks, a provider of visual engagement.

LiveOps Visual, a standalone co-browsing and screen-sharing solution, and LiveOps Visual Advantage, integrated with the Salesforce.com desktop, blend visual engagement with voice, chat, and mobile capabilities for a true multichannel customer experience.

"With the introduction of these two new solutions, we are continuing to bring innovative customer interaction tools to the contact center," said Vasili Triant, CEO at LiveOps, in a statement. "When a customer experiences an online problem, they can become frustrated at having to explain what they see on their screen to an agent. In turn, agents become frustrated trying to walk the customer through an online process without a visual aid. With LiveOps Visual and LiveOps Visual Advantage, an agent can see exactly what the customer sees, making interactions smoother, more personal and ultimately more satisfying."

LiveOps Visual's co-browsing and screen-sharing capabilities allow sales and service agents to help customers by seeing and accessing what the customer is experiencing on their own browser. Through patent-pending technology, agents can seamlessly switch between services, and every interaction is handled through secure, scalable infrastructure with sensitive information hidden from view. LiveOps Visual also provides robust data capture capabilities.

With LiveOps Visual Advantage, salesforce.com users can launch collaborative sessions using screen sharing or co-browsing simply by clicking on the screen share or co-browse icon directly from any salesforce.com lead, account, opportunity, contact, case, or campaign object. Agents can offer dynamic product demonstrations, co-shopping experiences, and real-time assistance to complete transactions. Engagement data is automatically stored and sent to salesforce.com for analysis, allowing real-time, accurate analysis of each customer interaction and the impact on a brand's business.

"We provide our clients and partners with a distinct competitive advantage by delivering compelling collaborative experiences online. Our APIs make it very simple to integrate co-browsing and screen sharing into any sales or service interaction, delivering effortless and far more productive experiences," said Tom Martin, CEO at Glance, in a statement. "We're thrilled to be able to offer our visual engagement solutions via LiveOps Visual and LiveOps Visual Advantage."

LiveOps Visual can be used in conjunction with any LiveOps products. LiveOps Visual Advantage is available through the salesforce.com AppExchange.

LiveOps also today announced the immediate availability of LiveOps CX Advantage on the Salesforce AppExchange. LiveOps CX Advantage, integrated within salesforce.com, provides a single portal for administrators to consistently deliver great customer experiences.

LiveOps CX Advantage, coupled with LiveOps' CxEngage solution, makes customer data actionable in real time by detecting if a customer journey is headed in a positive or negative direction. It then initiates an engagement with the customer to ensure that the journey ends with a positive outcome for the customer and the brand.

"LiveOps CX Advantage offers a unique opportunity for brands using salesforce.com to transition from reactive to proactive customer experience management," Triant said in a statement. "Rather than measuring the outcome of an experience delivered, LiveOps CX Advantage, together with CxEngage, guides the customer journey to a rewarding outcome for all parties involved."

The company previously launched LiveOps Voice Advantage and LiveOps Outbound Advantage on Salesforce1 AppExchange.

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