LiveOps Named an Industry Leader in Ovum's Hosted Contact Center Decision Matrix
Company will Host a Webinar on May 25th with Ovum Analyst, Ian Jacobs, to Discuss the Report Findings
Santa Clara, CA — May 12, 2010 — LiveOps today announced that Ovum has recognized the company as a leader in the hosted contact center market. LiveOps was the only company in the Decision Matrix report to be identified as a solution ideal for both large and small-to-medium sized enterprises (SME).
The report, which explores the competitive dynamics within the multi-tenant hosted contact center service market in the U.S., is aimed at helping businesses identify vendors based on technology strength, reputation among customers and the overall market impact. LiveOps ranked number one — ahead of its competitors — in many of the categories; specifically, in the area of customer sentiment, LiveOps was rated highest of all the vendors in the following areas:
- End-to-end solution
- Product quality
- Services capabilities
- Vertical specialization
- Service levels
- Financial stability
Within the technology assessment, LiveOps was rated in the top three in the following areas:
- Security
- Solution breadth and depth
- Interoperability
- Reliability and scalability
- Platform
The report provides analysis at the contact center market size and LiveOps received high marks in each sector. For the Mid-sized Contact Center segment, LiveOps was given "shortlist" designation and, according to Ovum, its "best-of-breed" solution should always be placed on an enterprise's list of potential vendors. For large enterprises, LiveOps garnered "Explore" status — signaling to organizations with larger and distributed contact centers that the company's solutions are worthy of strong consideration during the technology exploration process.
May 25th Webinar with Ovum Presents Great Opportunities for More Report Details
LiveOps will be the first SaaS/hosted contact center company to host a webinar to review the findings with senior analysts and author, Ian Jacobs. During this call, LiveOps will also reveal its most recent customer wins! Details on the webinar and how to register can be found here.
Supporting Quotes
"As we conducted our research it was clear that LiveOps is on many companies' radar screen, including other service providers noted in the Decision Matrix. LiveOps was the competitor mentioned most often, either as a potential threat, or as a company that was viewed to have transformational impact on the contact center space," said Ian Jacobs, senior analyst for Ovum and author of the report. "LiveOps is certainly a company we would recommend to our clients in the mid-size contact center space to put on their ‘shortlist’ for consideration."
"Enterprises are looking toward hosted contact center services to access a wider range of technology options as well as reduce capital outlay," said Paul Lang, SVP of product management and marketing for LiveOps. "As the industry continues to develop new business processes and create more flexible staffing plans, LiveOps will continue to innovate and be a game-changer in the future of the contact center model."
Supporting Resources
- To learn more about the Ovum Decision Matrix report, please visit www.ovum.com
- To follow LiveOps updates in real-time on Twitter, please visit twitter.com/liveops
- To become a fan on Facebook, please visit www.facebook.com/pages/LiveOps/5694783889
- Visit our YouTube channel at www.youtube.com/liveops2008
- Subscribe to our RSS news feed at www.liveops.com/company/pressroom/news.xml
About Ovum
Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organizations must support. Ovum is part of the Datamonitor group (www.datamonitor.com)
About LiveOps, Inc.
LiveOps is revolutionizing the world of work. The company offers two innovative solutions aimed at solving technology and workforce needs for today's businesses. LiveOps' "Contact Center in the Cloud" is the award-winning technology platform that enables companies to enhance their consumer experience while achieving measurable operational efficiencies. Based on this same cloud-based platform, LiveOps offers "Workforce in the Cloud," the largest marketplace for call center workers, uniting more than 20,000 independent agents with companies in a wide range of industries including financial, health, insurance, retail, marketing and media. The company has created an environment where work and talent are unconstrained by geographical boundaries, and the right people are engaged in the right work at the right time. The company has been recognized by business and government organizations for its technology, innovative business model and visionary leadership team. LiveOps is headquartered in Santa Clara, California.
LiveOps is a registered trademark and LiveWork is a trademark of LiveOps, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.
