|By Business Wire||
|August 4, 2014 11:00 AM EDT||
LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that Intuitive Solutions, a leading managed contact center services provider, successfully deployed LiveOps WebRTC Solution, the first and only cloud contact center that transforms a browser into a full-featured agent desktop with full phone functionalities without the need for plug-ins or physical telephony infrastructure. Intuitive Solutions provides comprehensive managed contact center services to pizza franchisees, such as MUY! Companies, one of the largest private restaurant employers in the United States with over 11,000 employees, and the sixth largest Franchise Restaurant Company in the U.S.
LiveOps is transforming the customer service experience with LiveOps WebRTC Solution by removing the last hardware barrier preventing brands from running their contact centers exclusively on software – the phone. The shift to software-only contact center technology means that brands like Intuitive Solutions, or their clients, are no longer limited by the confines of hardware or real estate. The seamless integration of WebRTC into the cloud contact center provides brands with an even more scalable, agile customer service offering. This has not only benefited Intuitive Solutions but their customers, as well.
“Intuitive Solutions was founded by pizza restaurateurs, grounded in operations, with the understanding of the potential and value a contact center provides to the pizza industry,” said Tory Rutledge, COO at Intuitive Solutions. “The ability to expand our contact center with at-home agents has been a big win for us in terms of adding additional, on-demand capacity for seasonal business and spikes in customer service requests. LiveOps WebRTC Solution enabled us to eliminate not just contact center infrastructure but also the complex and expensive telephony systems. This solution creates a cost-savings opportunity for us and our at-home agents, which we are able to pass on to our customers.”
LiveOps WebRTC Solution helped Intuitive Solutions eliminate the need to build additional brick-and-mortar call centers that used to be required to handle call volume bursts. WebRTC technology enables Intuitive Solutions’ agents to simply log into their computer at home or at the contact center and start taking calls without requiring PBX, phone lines and additional equipment. Inbound and outbound calls are routed directly via a web browser, replacing the need for datacenters, telephone systems, PCs and desktop phones. This dramatically reduces total cost of ownership by as much as 50 percent while improving agent productivity and enhancing workforce utilization. For Intuitive Solutions’ customer MUY! Companies, it also optimizes the efficiency of restaurant locations by eliminating the need for onsite Pizza Hut employees to handle incoming customer service calls, which can create disruption in the restaurants. Employees are instead able to focus on walk-in customers. By equipping offsite, trained contact center agents with cloud technologies, such as WebRTC, MUY! Companies can expect to see consistent, high-quality customer service regardless of call volume.
“Customer satisfaction is a driving force behind our success,” said Jim Mooney, vice president of operations at MUY! Companies. “As one of the country’s largest franchise restaurant companies with 232 Pizza Hut locations, we need to evaluate state-of-the-art technology that will differentiate us from competitors. By partnering with Intuitive Solutions and leveraging LiveOps WebRTC Solution, we are able to consistently increase agent productivity in phone sales and customer service within the fast-paced restaurant industry.”
The LiveOps WebRTC cloud solution provides Intuitive Solutions with sophisticated customer interactions capabilities, such as skill-based multichannel routing; advanced business insight, including real-time and historical reporting; web-based administrative Graphical User Interface (GUI); and seamless integration to world-class Workforce Management software. The LiveOps WebRTC cloud solution allows Intuitive Solutions to optimize its operational efficiencies by reducing staff costs while enhancing agent productivity, providing excellent service to their customers and their customers’ customers in the U.S. On a global scale, the limitless nature of the cloud enables Intuitive Solutions to maintain a high quality customer experience regardless of location and speed of expansion.
“LiveOps is spearheading a fundamental change to the contact center that includes replacing hardware with cloud-based technologies, such as WebRTC, which helps brands like Intuitive Solutions become more agile and more flexible while reducing costs,” said Vasili Triant, CEO at LiveOps. “Intuitive Solutions is an early adopter that has shown the impact WebRTC technology can have on the customer experience. By bringing the phone into the browser, together, we are pioneering the way for the software-driven enterprise.”
For more information, visit http://www.liveops.com/webrtc-solutions.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 350 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, Ideal Living, 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, LiveOps supports a wide range of industries including retail, financial, health care, insurance, and high tech. For more information, visit www.LiveOps.com.
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