Revolutionizing the Contact Center
Market dynamics are redefining the contact center of today: Cloud Technology and Social and Mobile interactions are changing the face of customer service, interactions, and agent communities.
In today's competitive business climate, simply providing good customer service is no longer a competitive differentiator. Building and maintaining a responsive and proactive contact center has become table stakes.
In a world where customers have access to instant information and real-time updates, they expect immediate answers and demand a new level of interaction from brands and solution providers.
Companies must offer an "experience," and a differentiated, real-time one at that. You need to understand your customers' needs and value to your organization and ensure you are providing the experience they seek, in their preferred communication channel.
"Social... this is how businesses and customers connect online. As a DISRUPTOR to everyday business, social media is forcing us to RETHINK EVERYTHING."
– 2011 Nielsen Social Media Report
The Cloud is Everywhere – The Time is Now
Cloud computing has already been adopted by some of the biggest and most trusted companies in the world. Rapid technology changes have enabled companies to move from maintaining a premise-based contact center to leveraging a cloud-based contact center solution.
A cloud contact center is easy to deploy, easy to use, and easy to manage. You receive critical contact center feature functionality, such as intelligent routing, call flow authoring, quality monitoring, and all aspects of our multichannel and social applications, allowing you to manage your customer experience.
Today's Media-Savvy Customers Demand Media-Savvy Communications
One of the key principles of a next generation customer experience is the ability to serve customers according to their preferences. Today’s customers, however, will push the envelope. A growing percentage of people, led by the tech- and social-media-savvy consumer, welcome and even demand mobile communications on their smartphone as well as their social networks. Customers are now using their mobile device to connect anywhere via SMS, chat, Twitter/Facebook, voice, text, chat, email and the social web.
A New Kind of Support Demands a New Kind of Talent: Our Social Savvy, Consumer-aware Agents
Agents are evolving, needing skills in new technologies and applications. LiveOps uses a multichannel and social approach in interacting with its agent community every day. The social tools of forums, web chats, podcasts, virtual town halls, twitter/facebook and gamification are all part of our agent community. We connect, collaborate, communicate and form a culture around a socially, consumer aware agent. They are ready for your consumers and the multichannel approach you are building in your contact centers.
In today's competitive business climate, simply providing good customer service is no longer a competitive differentiator. Building and maintaining a responsive and proactive contact center has become table stakes.
