LiveOps Cloud Releases Redesigned CxEngage Platform for Contact Centers

LiveOps Cloud today unveiled the next generation of its CxEngage platform, a contact center–as–a–service (CCaaS) solution designed to help organizations provide quality customer service on a global level.

According to a statement from Vasili Triant, CEO of LiveOps Cloud, the release "represents a significant market shift as to how the contact center will be procured and delivered in the future." The market, Triant says, is "at a crossroads, as the C-level is beginning to recognize that the contact center is no longer simply a utility, but rather a necessity to customer revenue and retention." By providing a "true cloud solution," the vendor intends to empower organizations to keep up with the growing demand for exceptional service experiences.

Running on Amazon Web Services (AWS), CxEngage is a cloud-based, multitenant platform designed to optimize contact centers of varying sizes by boosting agent productivity, as well as giving managers and supervisors the means to improve organizational oversight.

The platform enables business to meet these objectives:

  • quickly build up tenants and interaction flows without outside help from the IT department (by eliminating  the need for programming, organizations can deploy the technologies in less time);
  • provide customizable dashboards and reports that leverage actionable data, including historical statistics, KPIs, and analytics;
  • simplify agent workflow by allowing the exchange of data with CRM and other back-end systems (giving agents insights into service instances such as customer segments and unresolved cases); and
  • align with global data privacy requirements, in a contact solution that can be managed centrally from one location.

In addition to CRM, CxEngage integrates with a range of applications including workforce management and business intelligence. It integrates with Zendesk, blending the functionality of both applications with the goal of improving response times and efficiency.

John Sampson, director of partner marketing at Zendesk, said in a statement that the integration with LiveOps will empower agents:

"Because voice is often used to handle escalated customer support cases, it's crucial to get as much context and history in the hands of agents as possible. When coupled together, cloud CRM and contact center technologies offer data-driven insights for the business to improve the customer experience, and empower agents with the knowledge needed to personalize the interaction with every single customer—ultimately improving the bottom line."

This is LiveOps Cloud's first major product release since the company was acquired by Marlin Equity Partners in December 2015. The release gives the vendor "entry into what we call proactive customer service," Triant says. The industry, he claims, is currently operating on a reactive model, wherein companies are forced to address customer concerns as they arise. The next wave of tools will enable organizations to act well ahead of time and reach out to customers based on activity and alerts that are readily accessible. LiveOps Cloud will continue to bolster its technologies to accommodate the growth from this shift, he says.

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