What's New for the LiveOps
On-Demand Contact Center Spring 09 Edition

Multi-Channel Interaction

With new web chat and email capabilities, enterprises can efficiently deliver services to their customers in the format of their choice and ensure that service levels are consistent and efficient across all interactions.

Web Chat

Web chat capabilities enable shoppers to receive customized chat invitations based on rules that can be adjusted easily in real time. Enterprises can automatically identify visitors with the greatest potential to buy. To ensure highly secure communications – a top priority – the platform also provides 128-bit SSL encryption. Learn more »

Email

To streamline the incident management process, the LiveOps platform now maintains a complete historical record of all correspondence until each incident is resolved. The new release also provides auto-responses for inbound emails; automatic queue distribution; and assignments of customer email sessions to agents based on their availability, skill, and performance. In addition to being able to respond to incoming customer service emails, agents can also create and send net-new emails, as well as add notes to emails to assist in the resolution of incidents. Learn more »

Customer Feedback Optimization Surveys

The new release provides business users with the tools to create, deliver, and manage post-call surveys. These include easy-to-use, “smart” administrative tools for managing audio prompts and survey flows and performing historical reporting and analysis. Survey results can also be used to help improve agent performance, optimize results-based routing, and generate real-time alerts to trigger “save the customer” actions.

Enhanced Administration for Improved Visibility and Control

An enhanced user interface provides contact center administrators with a personalized dashboard populated with real-time performance data, as well as a widget-oriented sidebar with quick-links to the log-in screen, reports, user guides, and search functionality. Learn more »

Enhanced Agent Interface Improves Performance and Productivity

In addition to a new administrator user interface, agents have an enhanced interface designed to improve their efficiency and the quality of their customer interactions. The intuitive and simple-to-use interface provides agents with:

• Quicker access to metrics and statistics
• Easier integration with third-party applications or desktops
• A separate control window
• The ability to be immediately productive with minimal training
• The flexibility to access the software via any Web browser

Enhanced Enterprise Contact Center Integrations

The new LiveOps platform can be integrated into existing legacy contact center infrastructures, including VXML-based interactive voice response (IVR) environments.

VXMR IVR Adapter

The latest release supports integration with existing, third-party VXML IVR customer environments, including Voice Portal systems with two types of interfaces. The platform can currently be parsed by VXML browsers. To ease integrations, LiveOps provides documentation and sample VXML documents.

Integration with Legacy Infrastructure

LiveOps provides full, web services-based, non-proprietary integration between the LiveOps SaaS platform and legacy infrastructure. This integration enables streamlined route requests, queue information sharing, and attached data sharing.