LiveOps Platform Cornerstones
Reliability
The LiveOps Platform in the Cloud is there when you need it. And you don't pay for it when you don't need it (but that's another story...) We deliver 99.99% availability1—less than 53 minutes of downtime per year. With no scheduled downtime, ever. And we are working hard towards our goal of 99.99% availability, or less than 5.256 minutes of downtime per year. How do we do this?
| • | Our platform architecture is based on a distributed grid of redundant hardware, which dramatically reduces single points of failure and ensures high availability. |
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| • | Our service is delivered through multiple, geographically distant, state-of-the-art data centers. These data centers are arranged in an "active-active" configuration, which provides complete redundancy in the event a disaster or major outage. |
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| • | We've created a robust telephony backbone with over 18,000 ports. |
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| • | We offer multi-carrier termination with redundant connectivity, which eliminates downtime that could be caused by carrier outages. |
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| • | Our Network Operations Center staff monitors the service 24x7x365. Our automated tools are continuously checking over 47,000 different service and functional metrics per minute, allowing proactive real-time, forensic and predictive performance and fault management. |
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| • | New platform code and applications are run in our New Technology "sandbox" environment before being released "into the wild," ensuring that software updates are stable and functional. |
1Notes: Availability is measured end-to-end, including calls dropped by the carrier.
Security
It's a dangerous world out there: according to the Kroll Annual Global Fraud Report, theft of information and electronic data at global companies outstripped physical theft of property and goods in 2010. Your customers trust you with their sensitive data: you need a contact center platform you can trust in return.
LiveOps collects approximately 15 million credit card numbers, over 1 million bank account numbers, and over 100,000 social security numbers—every year. Our multi-layered approach to security ensures that this data never falls into the wrong hands.
The LiveOps Multi-Layered Security Strategy
Threats to you—and your customer's—sensitive information and intellectual property come in many forms and from many angles of attack, from hackers to phishers, from physical break-ins to rogue employees and you have to be ready for all of them. The LiveOps Cloud Contact Center security strategy implements a five layer approach that meets these threats with a combination of established best-practices and industry-leading innovation. We cover:
- Physical Security
- Network Security
- Application Security
- Data Security
- Agent-level Security
- Independent Security Audits
Learn More about LiveOps Security »
Industry Security Certifications and Memberships
At LiveOps, we don't just follow the industry trends: we help set the trend. We contribute to the highest levels of industry security programs and initiatives. LiveOps technical staffs have authored a number of security and risk white papers. LiveOps also is currently co-chair (together with Citibank and KPMG) of the Technical Development Committee (TDC) of the BITS Shared Assessments Program, a groundbreaking assessment program for financial institutions to evaluate the security controls of their service providers both in the US and internationally. For more information on the BITS program, visit http://www.bitsinfo.org.
Industry Memberships
- Association of Certified Fraud Examiners (ACFE) http://www.acfe.com
- BITS Financial Services Roundtable http://www.bitsinfo.org
- Information Systems Audit and Control Association (ISACA) http://www.isaca.org
- International Information Systems Security Certification Consortium (ISC2) https://www.isc2.org
Scalability
The world of customer service is changing and the pace of that change is accelerating. Can your current contact center keep up? Are you worried about outgrowing your current equipment or about the costs of upgrading that equipment? If you are using another contact center vendor, are you worried about performance degradation as everyone else using that vendor grows in a limited environment? Those are valid concerns for most premise-based (and even some cloud-based) contact centers. But not for LiveOps.
The LiveOps Cloud Contact Center platform is built using a distributed grid of commodity hardware (the same architecture model used by Google, Yahoo! and many of the world's largest information technology companies). The LiveOps platform demonstrates true horizontal scalability, meaning we can expand our capacity—quickly and easily—to meet virtually any demand level. We've proven this ourselves, by handling one of the highest volume call spikes in industry history: over a quarter MILLION calls in a few hours (Hope For Haiti telethon, 2010). We optimize platform capacity to meet your call volume needs. You can instantly scale capacity up or down to match your call volume, so there’s no need to pay for underutilized infrastructure or worry about long customer wait times when your capacity needs rise.
Flexibility
Your customer engagement performance can make the difference between rising brand loyalty on the one hand, and shrinking market share on the other. The LiveOps Cloud Contact Center platform provides highly flexible options for pricing, carrier support, legacy system integration. We can easily support a wide range of call types and workforce options. Launching a major new support center next month but don't have the capacity in your current contact center? No problem. Cutting overhead costs by sending your current customer service staff to work from home? We already do that. Need to bring in 100 first line of support agents to augment your current expert level representatives? And you need them next week? The LiveOps Platform in the cloud and Talent in the cloud solutions are at your disposal. We can even exchange data to and from your existing information systems and our state of the art Call Authoring application to provide a seamless customer interaction experiences across multiple environments.
