Welcome!

News Feed Item

LiveOps Creates Software-Only Contact Center For Intuitive Solutions

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.

About LiveOps

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.

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
What is the best strategy for selecting the right offshore company for your business? In his session at 21st Cloud Expo, Alan Winters, U.S. Head of Business Development at MobiDev, will discuss the things to look for - positive and negative - in evaluating your options. He will also discuss how to maximize productivity with your offshore developers. Before you start your search, clearly understand your business needs and how that impacts software choices.
SYS-CON Events announced today that Ryobi Systems will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Ryobi Systems Co., Ltd., as an information service company, specialized in business support for local governments and medical industry. We are challenging to achive the precision farming with AI. For more information, visit http:...
As popularity of the smart home is growing and continues to go mainstream, technological factors play a greater role. The IoT protocol houses the interoperability battery consumption, security, and configuration of a smart home device, and it can be difficult for companies to choose the right kind for their product. For both DIY and professionally installed smart homes, developers need to consider each of these elements for their product to be successful in the market and current smart homes.
SYS-CON Events announced today that Golden Gate University will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Since 1901, non-profit Golden Gate University (GGU) has been helping adults achieve their professional goals by providing high quality, practice-based undergraduate and graduate educational programs in law, taxation, business and related professions. Many of its courses are taug...
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...
SYS-CON Events announced today that Avere Systems, a leading provider of hybrid cloud enablement solutions, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Avere Systems was created by file systems experts determined to reinvent storage by changing the way enterprises thought about and bought storage resources. With decades of experience behind the company’s founders, Avere got its ...
Microsoft Azure Container Services can be used for container deployment in a variety of ways including support for Orchestrators like Kubernetes, Docker Swarm and Mesos. However, the abstraction for app development that support application self-healing, scaling and so on may not be at the right level. Helm and Draft makes this a lot easier. In this primarily demo-driven session at @DevOpsSummit at 21st Cloud Expo, Raghavan "Rags" Srinivas, a Cloud Solutions Architect/Evangelist at Microsoft, wi...
As you move to the cloud, your network should be efficient, secure, and easy to manage. An enterprise adopting a hybrid or public cloud needs systems and tools that provide: Agility: ability to deliver applications and services faster, even in complex hybrid environments Easier manageability: enable reliable connectivity with complete oversight as the data center network evolves Greater efficiency: eliminate wasted effort while reducing errors and optimize asset utilization Security: imple...
Containers are rapidly finding their way into enterprise data centers, but change is difficult. How do enterprises transform their architecture with technologies like containers without losing the reliable components of their current solutions? In his session at @DevOpsSummit at 21st Cloud Expo, Tony Campbell, Director, Educational Services at CoreOS, will explore the challenges organizations are facing today as they move to containers and go over how Kubernetes applications can deploy with lega...
High-velocity engineering teams are applying not only continuous delivery processes, but also lessons in experimentation from established leaders like Amazon, Netflix, and Facebook. These companies have made experimentation a foundation for their release processes, allowing them to try out major feature releases and redesigns within smaller groups before making them broadly available. In his session at 21st Cloud Expo, Brian Lucas, Senior Staff Engineer at Optimizely, will discuss how by using...
Today most companies are adopting or evaluating container technology - Docker in particular - to speed up application deployment, drive down cost, ease management and make application delivery more flexible overall. As with most new architectures, this dream takes significant work to become a reality. Even when you do get your application componentized enough and packaged properly, there are still challenges for DevOps teams to making the shift to continuous delivery and achieving that reducti...
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lead...
Is advanced scheduling in Kubernetes achievable? Yes, however, how do you properly accommodate every real-life scenario that a Kubernetes user might encounter? How do you leverage advanced scheduling techniques to shape and describe each scenario in easy-to-use rules and configurations? In his session at @DevOpsSummit at 21st Cloud Expo, Oleg Chunikhin, CTO at Kublr, will answer these questions and demonstrate techniques for implementing advanced scheduling. For example, using spot instances ...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend 21st Cloud Expo October 31 - November 2, 2017, at the Santa Clara Convention Center, CA, and June 12-14, 2018, at the Javits Center in New York City, NY, and learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
SYS-CON Events announced today that Yuasa System will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Yuasa System is introducing a multi-purpose endurance testing system for flexible displays, OLED devices, flexible substrates, flat cables, and films in smartphones, wearables, automobiles, and healthcare.