Run Your Entire Contact Center in the Cloud
With the LiveOps On-Demand Contact Center Platform, you can centrally manage globally distributed call centers as a single "call center in the cloud" — and use performance and skills-based routing to instantly pass each call to the best available agent, regardless of their location. This innovative call routing functionality comes as part of a comprehensive contact center solution that also includes IVR, CTI, workforce productivity, and real-time quality monitoring and reporting.
LiveOps solutions are also flexible. You can move your entire contact center into the cloud — or integrate features and functionality with your existing infrastructure using LiveOps Web Services APIs.
Mission-Critical Availability
Built from the ground up using innovative, Web-based architecture and distributed grid computing technology by industry leading experts from eBay, Netscape, Cisco and Genesys, LiveOps has developed a highly scalable and always-on platform designed for the mission-critical part of the enterprise – your contact center.
Real-time Visibility and Control
Complete Visibility and Timely Access to Insight
Now you can have complete visibility across every call center function, agent, and call – and fast access to insight into changing business dynamics impacting the contact center. And by leveraging our real-time analytics, even business users can generate reports without IT assistance to understand what’s driving contact center performance.
Greater Control to Optimize Performance
Armed with actionable insight, LiveOps enables you to make changes that optimize customer experiences and business performance. For example, you can configure and change routing – all with just a few clicks. You can also identify problems and swiftly modify routing or other variables so that your contact center solution is always optimally configured to handle customer interactions.
Instant Scalability and Pay-per-Use
With LiveOps, you can match your technology infrastructure requirements to your call volume needs — instantly. Your infrastructure just scales up or down to meet real-time fluctuations in call volume, and you only pay for what you use. There's no need to analyze traffic from prior days or justify investments or changes with IT or to worry that your contact center won’t be able to support new initiatives.
