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LiveOps Creates Software-Only Contact Center For Intuitive Solutions
|By Business Wire
|August 4, 2014 11:00 AM EDT
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
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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