LiveOps Integrates Twitter with the Cloud Contact Center
Consumers Require Channel Choices including Social to Interact with the Enterprise
SANTA CLARA, CA — November 17, 2011 — LiveOps announced today the release of the latest applications on the cloud-based LiveOps Platform: LiveOps Multichannel and LiveOps Social. The newly enhanced applications provide agents access to Twitter, mobile, SMS, email, and web chat with a single agent sign-on and interface. LiveOps is also announcing today that they have entered into a definitive agreement to acquire the assets of New Zealand-based Datasquirt, a leading provider of social and mobile communications channels for the contact center. (www.liveops.com/acquisition)
"Customers want what they want when they want it. Why not make it easy for customers to do business with you by giving them more choices for how they interact with your business?" said Matt Zemon, President & CEO, American Support. "LiveOps now provides options for your customers that go beyond the traditional call center and allow for email, chat, SMS, and social network interactions, empowering contact centers like ours to provide excellent customer service in the format our customers want."
According to an IDC Insight titled Social Media Trends in Customer Care Outsourcing (doc #229996, September 2011) customer care providers are expected to be the eyes and ears of their customers in the social media space. Therefore it is incumbent upon the contact center provider to integrate social media as a channel for customer care.
"We are seeing businesses be impacted by what their customers are saying about them in social media like Twitter. While brand reputation is ultimately a marketing responsibility, the social media explosion requires a team effort. Enterprises are recognizing this is an opportunity to engage their contact center agents for better customer service," said Melissa Stevenson, Research Analyst, Worldwide Contact Center Services, IDC. "LiveOps is an innovator in social media engagement. Providing the integration directly to Twitter enables businesses to focus on the new and important task of social media customer interactions."
"It’s not enough to just monitor social media for trends. Customer service and engagement takes place with every single interaction in the public social media realm whether a company is conducting the service themselves or brand advocates or naysayers are doing it for them," explained Sanjay Mathur, Vice President, Product Management, LiveOps. "Our customers and prospects have been asking for cloud-based multichannel capabilities including an integrated social media channel. It's important to them that we provide seamless integration to leading consumer channels, such as Twitter."
LiveOps Talent, a community of 20,000 independent agents, has been actively using multiple communications channels including social as they provide services to LiveOps 200+ clients. LiveOps' strategy includes deploying platform applications first to their agent community for extensive battle-testing before making the applications available to the marketplace. To understand more about how LiveOps' community of agents has used social channels, register for a December 12 webinar here.
LiveOps Multichannel leverages LiveOps' experience in performance-based intelligent routing. This application gives enterprises the opportunity to offer customers the channels they want and the routing capability to interact with the right agent every time. Any channel can be handled with the same efficiencies and priorities as interactions that take place using a voice channel. Business benefits to the cloud contact center for integrated multiple channels include:
- Providing customers the option to switch between channels during a single interaction
- Searching message history by customer record
- Analyzing customer service performance across multiple channels
- Understanding customer interactions
- Planning improved offers, services and communications
- Improving service and efficiency
LiveOps Social allows agents to engage in multiple customer sessions across social channels such as Twitter, as well as the ability to bridge to traditional text channels through LiveOps Multichannel. One of the biggest benefits of integrated social channels is the ability to meet customer expectations by offering social channels as a choice for interaction. Additional business benefits include:
- Identifying which customers are active brand advocates or brand naysayers
- Providing quality control for responses to all social interactions
- Synchronizing customer service with marketing for online reputation management
Availability of LiveOps Multichannel and LiveOps Social
The LiveOps Multichannel and LiveOps Social applications are available for purchase today for companies using the LiveOps contact center platform. Training for agents and supervisors is less than four hours. Existing LiveOps customers can contact their representative for more information. As an on-demand application, enterprises can purchase what they need when they need it. For more information on these and other LiveOps Applications, visit LiveOps.com and/or follow LiveOps on Twitter: www.twitter.com/LiveOps.
About LiveOps
LiveOps is the only contact center leader focused on providing the full platform, applications, and talent in the cloud. More than 200 companies, including Salesforce.com, Symantec and AAA trust LiveOps to exploit the interactions between today's multichannel, social and mobile consumers and the enterprise contact center to ultimately enhance brand preference. LiveOps' 10+ years of experience enables it be a trusted partner for companies wanting to migrate their contact center to the cloud to provide better service. With access to the largest contact center workforce of 20,000 agents, the company supports a wide range of industries including financial, health, insurance, retail, and professional services. LiveOps is headquartered in Santa Clara, California. For more information, visit www.LiveOps.com.
LiveOps Media Contact
Michelle Basch, LiveOps
408.844.2731
mbasch@liveops.com
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.
