|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.
SYS-CON Events announced today that G2G3 will exhibit at SYS-CON's @DevOpsSummit Silicon Valley, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Based on a collective appreciation for user experience, design, and technology, G2G3 is uniquely qualified and motivated to redefine how organizations and people engage in an increasingly digital world.
Sep. 2, 2015 03:00 AM EDT Reads: 518
SYS-CON Events announced today that DataClear Inc. will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. The DataClear ‘BlackBox’ is the only solution that moves your PC, browsing and data out of the United States and away from prying (and spying) eyes. Its solution automatically builds you a clean, on-demand, virus free, new virtual cloud based PC outside of the United States, and wipes it clean...
Sep. 2, 2015 02:30 AM EDT Reads: 442
Through WebRTC, audio and video communications are being embedded more easily than ever into applications, helping carriers, enterprises and independent software vendors deliver greater functionality to their end users. With today’s business world increasingly focused on outcomes, users’ growing calls for ease of use, and businesses craving smarter, tighter integration, what’s the next step in delivering a richer, more immersive experience? That richer, more fully integrated experience comes ab...
Sep. 2, 2015 02:00 AM EDT Reads: 692
In their Live Hack” presentation at 17th Cloud Expo, Stephen Coty and Paul Fletcher, Chief Security Evangelists at Alert Logic, will provide the audience with a chance to see a live demonstration of the common tools cyber attackers use to attack cloud and traditional IT systems. This “Live Hack” uses open source attack tools that are free and available for download by anybody. Attendees will learn where to find and how to operate these tools for the purpose of testing their own IT infrastructu...
Sep. 2, 2015 01:45 AM EDT Reads: 479
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
Sep. 1, 2015 11:45 PM EDT Reads: 395
Puppet Labs has announced the next major update to its flagship product: Puppet Enterprise 2015.2. This release includes new features providing DevOps teams with clarity, simplicity and additional management capabilities, including an all-new user interface, an interactive graph for visualizing infrastructure code, a new unified agent and broader infrastructure support.
Sep. 1, 2015 11:45 PM EDT Reads: 541
It’s been proven time and time again that in tech, diversity drives greater innovation, better team productivity and greater profits and market share. So what can we do in our DevOps teams to embrace diversity and help transform the culture of development and operations into a true “DevOps” team? In her session at DevOps Summit, Stefana Muller, Director, Product Management – Continuous Delivery at CA Technologies, answered that question citing examples, showing how to create opportunities for ...
Sep. 1, 2015 11:00 PM EDT Reads: 510
Any Ops team trying to support a company in today’s cloud-connected world knows that a new way of thinking is required – one just as dramatic than the shift from Ops to DevOps. The diversity of modern operations requires teams to focus their impact on breadth vs. depth. In his session at DevOps Summit, Adam Serediuk, Director of Operations at xMatters, Inc., will discuss the strategic requirements of evolving from Ops to DevOps, and why modern Operations has begun leveraging the “NoOps” approa...
Sep. 1, 2015 08:15 PM EDT Reads: 421
IBM’s Blue Box Cloud, powered by OpenStack, is now available in any of IBM’s globally integrated cloud data centers running SoftLayer infrastructure. Less than 90 days after its acquisition of Blue Box, IBM has integrated its Blue Box Cloud Dedicated private-cloud-as-a-service into its broader portfolio of OpenStack® based solutions. The announcement, made today at the OpenStack Silicon Valley event, further highlights IBM’s continued support to deliver OpenStack solutions across all cloud depl...
Sep. 1, 2015 07:00 PM EDT Reads: 272
Red Hat is investing in Tesora, the number one contributor to OpenStack Trove Database as a Service (DBaaS) also ranked among the top 20 companies contributing to OpenStack overall. Tesora, the company bringing OpenStack Trove Database as a Service (DBaaS) to the enterprise, has announced that Red Hat and others have invested in the company as a part of Tesora's latest funding round. The funding agreement expands on the ongoing collaboration between Tesora and Red Hat, which dates back to Febr...
Sep. 1, 2015 04:30 PM EDT Reads: 391
WSM International, the pioneer and leader in server migration services, has announced an agreement with WHOA.com, a leader in providing secure public, private and hybrid cloud computing services. Under terms of the agreement, WSM will provide migration services to WHOA.com customers to relocate some or all of their applications, digital assets, and other computing workloads to WHOA.com enterprise-class, secure cloud infrastructure. The migration services include detailed evaluation and planning...
Sep. 1, 2015 04:00 PM EDT Reads: 198
Cloud and datacenter migration innovator AppZero has joined the Microsoft Enterprise Cloud Alliance Program. AppZero is a fast, flexible way to move Windows Server applications from any source machine – physical or virtual – to any destination server, in any cloud or datacenter, using its patented container technology. AppZero’s container is also called a Virtual Application Appliance (VAA). To facilitate Microsoft Azure onboarding, AppZero has two purpose-built offerings: AppZero SP for Azure,...
Sep. 1, 2015 04:00 PM EDT Reads: 215
SYS-CON Events announced today that IceWarp will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IceWarp, the leader of cloud and on-premise messaging, delivers secured email, chat, documents, conferencing and collaboration to today's mobile workforce, all in one unified interface
Sep. 1, 2015 03:00 PM EDT Reads: 444
In 2014, the market witnessed a massive migration to the cloud as enterprises finally overcame their fears of the cloud’s viability, security, etc. Over the past 18 months, AWS, Google and Microsoft have waged an ongoing battle through a wave of price cuts and new features. For IT executives, sorting through all the noise to make the best cloud investment decisions has become daunting. Enterprises can and are moving away from a "one size fits all" cloud approach. The new competitive field has ...
Sep. 1, 2015 02:45 PM EDT
In his session at @ThingsExpo, Lee Williams, a producer of the first smartphones and tablets, will talk about how he is now applying his experience in mobile technology to the design and development of the next generation of Environmental and Sustainability Services at ETwater. He will explain how M2M controllers work through wirelessly connected remote controls; and specifically delve into a retrofit option that reverse-engineers control codes of existing conventional controller systems so the...
Sep. 1, 2015 02:45 PM EDT Reads: 169