Welcome!

News Feed Item

LiveOps Reveals New Agent Desktop Inspired by Consumer Applications

LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced the availability of LiveOps® Engage, 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.

Inspired by modern web design, LiveOps Engage is a browser-based cloud application that’s available at no additional cost to customers of the LiveOps Platform. The contemporary design, color palettes and typography of LiveOps Engage create a highly intuitive user interface that’s easy to learn and use. Agents using LiveOps Engage need less time and fewer clicks to complete the most common functions, since everything is contained in a single, integrated agent desktop.

Results of a recent survey of traditional multichannel agents indicate that the use of LiveOps Engage creates the potential for agent productivity gains, efficiencies and cost savings including:

  • 25% to 50% increase in agent productivity
  • 25% to 50% increase in agent “happiness”
  • 25% overall cost savings
  • Improved first call resolution
  • Reduced average interaction handle time
  • Reduced customer churn
  • Increased Customer Lifetime Value

“LiveOps Engage is very appealing. The look and feel is clean and a lot less cluttered than the user interfaces that many other vendors are showing,” observed Dan Miller, Senior Analyst, Opus Research. “It masks many of the unavoidable complexities and lets the agents focus on what’s most important without having to spend time toggling between multiple applications and browsers.”

Industry experts estimate that the time delays created for agents by disconnected applications can cost companies more than $5,000 per year in unnecessary spend per agent. These delays also lead to inconsistent service across communications channels and ultimately a fragmented brand experience for the consumer. Contact center agents are critical brand ambassadors, but they are often not empowered with the right tools they need to effectively manage their work flow or track customer engagement across an increasing number of channels.

“Agent experience is directly linked to delivering superior customer care across multiple channels. As such, it’s imperative that businesses focus on empowering their agents with tools that help them easily access unified multichannel information,” said Omer Minkara, Research Analyst, Contact Center and Customer Experience Management, Aberdeen Group.” Best-in-Class organizations enable agents with the ability to handle multi-channel customer interactions through a unified agent desktop on a single screen. These unified agent desktop tools, such as those provided by LiveOps, enable increased agent productivity and improve customer satisfaction results by 39.9% year-over-year.”

Whether the customer initiates a phone call, email, chat session, SMS, Facebook post or Tweet, the message and phone panels in LiveOps Engage are integrated within a single screen. This single screen integration enables agents to receive a 360 degree view of the customer to ensure that the most relevant information is seen at the right time alongside a history of past interaction. Plus, the integrated user interface of LiveOps Engage helps agents to quickly and easily respond to customers in the channel the customer prefers, or seamlessly pivot to the channel best suited to resolve the customer’s issue. This empowers agents to resolve customer inquiries faster and with greater accuracy, and can improve customer satisfaction.

As a company with more than 10 years of experience running the world’s largest cloud customer service contact center, LiveOps knows how agents work and how their performances are measured. This unparalleled expertise has shaped the vision at LiveOps that the future of customer service hinges on brands not only having a complete view of their customer and their interaction history in one place, but also the ability to pivot customer interactions across multiple channels in one application.

“There is little doubt that for customer support operations to improve performance in today’s complex environment, a unified agent desktop is an essential tool. It improves the customer experience, increases accuracy, supports more personalized interactions and reduces processing time,” said Elizabeth Harrell, Vice President, Principal Analyst, Constellation Research. “LiveOps demonstrates solid innovation in this area that will attract more customers and help sustain its strong year-over-year growth in cloud customer service.”

“At LiveOps we have a saying: ‘the agent experience creates the customer experience.’ It really is that simple,” said Kieron Lawson, Chief Technology Officer of Applications, LiveOps. “Driving agent productivity and efficiency are still the foundation of any contact center. LiveOps Engage lets today’s Internet-savvy agents interact with customers on their channels of choice, with a user experience that’s as simple as any other consumer application. By providing agents with a 360 degree customer view and all the tools they need to manage both social and private channels in a single desktop, they are more productive, more efficient, and ultimately provide better customer service. At the end of the day, that’s what matters most to contact center decision makers.”

LiveOps Engage Resources

More detailed information and videos about the LiveOps Engage single-screen interface can be found at: www.liveops.com/engage

Pricing & Availability

Available to companies worldwide directly through LiveOps or its global partner network, LiveOps Engage is available to customers using the LiveOps Platform at no additional cost. Existing customers need only notify their account manager to download the new LiveOps Engage desktop. Visit www.liveops.com for more information.

Quotes about LiveOps Engage from Contact Center Agent User Survey*

“I like how it flows. It seems very user-friendly and up-to-date with all the latest channels.”

“It doesn’t look like a desktop, more like a modern website. It’s easier on the eyes. Not your typical CRT screen.”

“Wow! I think it’s amazing! It would really help better communicate with customers.”

“It’s easy on the eyes…streamlined…and everything in one system. It makes me happy!”

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

*= LiveOps surveyed its US-based, community of independent contractor agents between December, 2012 and January, 2013. Agents voluntarily participated in this survey. Agents were shown a live demonstration of LiveOps Engage, asked a series of questions including their personal and professional opinion of the application. The direct quotes expressed in this press release are actual responses that were originally collected during this survey process.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Information technology (IT) advances are transforming the way we innovate in business, thereby disrupting the old guard and their predictable status-quo. It’s creating global market turbulence. Industries are converging, and new opportunities and threats are emerging, like never before. So, how are savvy chief information officers (CIOs) leading this transition? Back in 2015, the IBM Institute for Business Value conducted a market study that included the findings from over 1,800 CIO interviews ...
Virtualization over the past years has become a key strategy for IT to acquire multi-tenancy, increase utilization, develop elasticity and improve security. And virtual machines (VMs) are quickly becoming a main vehicle for developing and deploying applications. The introduction of containers seems to be bringing another and perhaps overlapped solution for achieving the same above-mentioned benefits. Are a container and a virtual machine fundamentally the same or different? And how? Is one techn...
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
What sort of WebRTC based applications can we expect to see over the next year and beyond? One way to predict development trends is to see what sorts of applications startups are building. In his session at @ThingsExpo, Arin Sime, founder of WebRTC.ventures, will discuss the current and likely future trends in WebRTC application development based on real requests for custom applications from real customers, as well as other public sources of information,
As businesses adopt functionalities in cloud computing, it’s imperative that IT operations consistently ensure cloud systems work correctly – all of the time, and to their best capabilities. In his session at @BigDataExpo, Bernd Harzog, CEO and founder of OpsDataStore, will present an industry answer to the common question, “Are you running IT operations as efficiently and as cost effectively as you need to?” He will expound on the industry issues he frequently came up against as an analyst, and...
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
ChatOps is an emerging topic that has led to the wide availability of integrations between group chat and various other tools/platforms. Currently, HipChat is an extremely powerful collaboration platform due to the various ChatOps integrations that are available. However, DevOps automation can involve orchestration and complex workflows. In his session at @DevOpsSummit at 20th Cloud Expo, Himanshu Chhetri, CTO at Addteq, will cover practical examples and use cases such as self-provisioning infra...
The financial services market is one of the most data-driven industries in the world, yet it’s bogged down by legacy CPU technologies that simply can’t keep up with the task of querying and visualizing billions of records. In his session at 20th Cloud Expo, Jared Parker, Director of Financial Services at Kinetica, will discuss how the advent of advanced in-database analytics on the GPU makes it possible to run sophisticated data science workloads on the same database that is housing the rich inf...
For organizations that have amassed large sums of software complexity, taking a microservices approach is the first step toward DevOps and continuous improvement / development. Integrating system-level analysis with microservices makes it easier to change and add functionality to applications at any time without the increase of risk. Before you start big transformation projects or a cloud migration, make sure these changes won’t take down your entire organization.
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Apache Hadoop is emerging as a distributed platform for handling large and fast incoming streams of data. Predictive maintenance, supply chain optimization, and Internet-of-Things analysis are examples where Hadoop provides the scalable storage, processing, and analytics platform to gain meaningful insights from granular data that is typically only valuable from a large-scale, aggregate view. One architecture useful for capturing and analyzing streaming data is the Lambda Architecture, represent...
Things are changing so quickly in IoT that it would take a wizard to predict which ecosystem will gain the most traction. In order for IoT to reach its potential, smart devices must be able to work together. Today, there are a slew of interoperability standards being promoted by big names to make this happen: HomeKit, Brillo and Alljoyn. In his session at @ThingsExpo, Adam Justice, vice president and general manager of Grid Connect, will review what happens when smart devices don’t work togethe...
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
In his session at @ThingsExpo, Eric Lachapelle, CEO of the Professional Evaluation and Certification Board (PECB), will provide an overview of various initiatives to certifiy the security of connected devices and future trends in ensuring public trust of IoT. Eric Lachapelle is the Chief Executive Officer of the Professional Evaluation and Certification Board (PECB), an international certification body. His role is to help companies and individuals to achieve professional, accredited and worldw...
Adding public cloud resources to an existing application can be a daunting process. The tools that you currently use to manage the software and hardware outside the cloud aren’t always the best tools to efficiently grow into the cloud. All of the major configuration management tools have cloud orchestration plugins that can be leveraged, but there are also cloud-native tools that can dramatically improve the efficiency of managing your application lifecycle.