LiveOps Acquires Datasquirt; Integrates Social, Mobile and Voice Channels in the Cloud Contact Center
Thursday, November 17, 2011
LiveOps, Inc. and Datasquirt Limited (ASX: DSQ) announced today that they have entered into a definitive agreement under which LiveOps will acquire the assets of New Zealand-based Datasquirt. LiveOps is also announcing today the launch of two new cloud applications, LiveOps Multichannel and LiveOps Social, that integrate Dataquirt's CONTACT™ solution with the LiveOps Platform.
"Today's social and mobile consumer is forcing the contact center industry to change. This acquisition accelerates LiveOps' leadership in cloud contact center by providing our clients and partners integrated social, mobile and voice capabilities," said Marty Beard, President and CEO, LiveOps. "Contact centers can now transform customer interactions by allowing their agents to engage across multiple channels such as Twitter, SMS and other consumer-driven channels. Datasquirt also brings a strong global base of more than 65 customers and partners, and an approach to the market that is completely complementary to LiveOps. Combined, we will be able to accelerate our revenue globally."
"Today's contact centers are under immense pressure to engage effectively with consumers who want multiple channels including social. Corporate brands are at risk when consumer expectations are ignored," said Aaron Ridgway, Managing Director/CEO and Founder, Datasquirt. "LiveOps shares our passion for this global revolution. We are bringing to market a battle-tested, highly scalable platform. The integration of CONTACT with the LiveOps Platform simplifies the process of adding consumer-desired channels that extend the voice channel. The synergy between these two companies enables us both to achieve our long term goals."
"When improved communication is combined with increased productivity and stringent cost control you have a success story, which is exactly what the deployment of CONTACT has done for Amway New Zealand," said Kirsty Walker, Regional (Australia / New Zealand) Contact Centre Manager, Amway. "As a long standing Datasquirt customer we are excited about this news. We look forward to working together on future projects." Amway is one of the largest direct selling businesses in the world, with sales of more than $US9.2 billion and 14,000 employees. In Australia and New Zealand, more than 100,000 people have started their own business with Amway.
With its innovative technology and large, loyal customer base, Datasquirt is a recognized global leader for enabling customers to easily communicate with businesses in real-time across all major channels such as social, mobile, SMS, email, and web chat. Clients such as Royal Mail Group and Wokingham Borough Council in the UK are using CONTACT to manage Twitter-based service delivery in their contact centers. Last year, CONTACT enabled Wokingham Borough Council to take first place in the Public Services sector category for their email communications with a score of 88 percent against an overall Top 50 email average of 74 percent.
Beard added, "This move allows us to expand our sales and engineering teams with world-class cloud contact center expertise. We are now well-positioned to lead the contact center migration to the cloud with a social, mobile and voice offering that will transform customer service."
LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, 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 Shores, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com.
Marta Weissenborn, McGrath/Power Public Relations for LiveOps
LiveOps is a registered 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.