LiveOps Platform Core Services
Intelligent Routing
The LiveOps Platform in the Cloud routes calls based on the rules and real-time metrics that make sense to YOU. Our patent-pending call routing model lets you define the logic that ensures the right agent gets the contact every time. LiveOps routing is sophisticated yet flexible and can easily be changed by business users, dramatically accelerating how quickly your contact center can respond to business changes.
Rapid Integration
Extend the power of your LiveOps Contact Center, anywhere in the Cloud. LiveOps enables fast and easy integration with your existing enterprise applications and contact center technologies. The LiveOps Cloud Contact Center platform uses open source software and a service-oriented architecture (rather than proprietary technology) to provide an open API framework that yields greater flexibility and quality of integration than legacy vendor systems. We have published APIs for integrating with existing contact center and legacy technologies (including application integration to CRM, enterprise routing, and workforce management systems). In addition, our Data Exchange API allows data from other contact center systems or enterprise applications, such as a CRM or a finance system, to be embedded into the contact center customer dashboard, so you can create customized dashboards that monitor activities and outcomes in real time.
In addition, using our open architecture, we provide simple drag-and-drop integration through mash-ups, gadgets, and widgets, which allow contact center managers to easily create customized dashboards that pull data from multiple systems.
LiveOps provides a Developer program that provides the tools, documentation and support you need to customize the Contact Center experience of both your agents and your customers.
End-user Control
We designed the LiveOps platform and applications to be intuitive and business user friendly. You don't need a degree in programming or a multi-day training course to begin being productive with LiveOps Applications TODAY. Our platform empowers business users to rapidly deploy, configure, and maintain your Contact Center in the Cloud. We provide easy-to-use tools that let you:
- Create, monitor and test complex call routing scenarios using our visual Call Authoring environment
- Route calls down to specific agents, skill groups (agent "pools") or even other contact centers
- Respond in real-time to changing business conditions using up-to-the-minute performance metrics
- Use one single virtual ACD and routing logic versus two-tier routing
- Administer users singly or perform batch updates to groups of users
- Configure hours of operation, do not call lists and other business meta-data
- Generate historical reports
- Monitor and track agent performance
