Next Generation Contact Center
The concept of network-based, cloud contact centers is not new. This type of contact center was first offered as a managed service in the late 1980s. However, it failed to gain wide acceptance because service providers were unable to address enterprise concerns around complexity, lack of flexibility, and most importantly, control.
But new innovations, including Java, Internet technologies, open source, and distributed grid computing, have been proven across the enterprise as well as in massive commerce hubs such as Amazon, eBay and others. These technologies have reached the contact center, addressed enterprise concerns, and opened the way for organizations like yours to seriously consider adopting cloud computing solutions.
The beauty of LiveOps’ cloud-based contact center technology is that it doesn't require a massive rip-and-replace effort just to try it out. And you don’t have to make massive investments in technology and expertise. You can use a low-risk, pay-as-you-go model to test out a proven, next-generation contact center.
Designed to Manage Virtual Contact Centers and Optimize Traditional Contact Centers
The LiveOps Platform was designed from the ground up to support every step in the cloud contact center life cycle and provides unsurpassed scalability and flexibility. As a result, you can rapidly scale technology usage when call volumes go up and scale back when they don't need the extra infrastructure and capacity.
LiveOps has continually innovated, tested, and honed its unique contact center platform and applications to serve as a flexible, cohesive service that can handle extraordinarily high call volumes. Calls are distributed intelligently across a single contact center, multiple contact centers, branch offices, or thousands of agents working from their homes.
Performance by Rules vs. Supervisors
LiveOps creates a cloud-sourced agent community based on performance. Our automated, data-driven performance systems enable objective measurement and rewards performance in real time — ultimately creating a meritocracy whereby agents are compared to their peers and rewarded based on their relative performance. Top performers can be rewarded in ways that mean the most to them — such as earning the option to schedule time for the most coveted programs and time slots.
LiveOps puts agents in the driver's seat by proactively providing them with real-time information, based on gamefication methods, about their performance and uses performance-based routing to ensure that the top performers answer the majority of calls. Agents can also see how their scores compare to other agents, creating a healthy sense of competition and providing incentive for improvement.
Metrics can be customized across programs, and agents can see their individual metrics so they always know where they need to improve. And LiveOps integrates workforce management and eLearning so agents can actively take steps to improve their performance.
Performance-Based Routing
LiveOps' patent-pending call routing application leverages real-time analytics to identify top performing agents based on customer metrics and routes the majority of the calls to those agents. LiveOps' call routing application enables flexible routing rules that can easily be changed by business users, dramatically accelerating how quickly your contact center responds to business changes.
