Why LiveOps, Why Now?
The World is Instant – Your Contact Center Must Be Too.
Today's consumer expects immediate gratification. Our world has become mobile, connected, interactive, and social. Cloud technology and social preferences are at the core of the contact center revolution.
The world today is one where customers have access to instant information and real-time updates; they expect immediate answers and demand interactions from brands and solution providers. Companies must offer an "experience," and a differentiated, real-time one at that. You need to understand your customers’ needs and value to your organization and ensure you are providing the experience they seek, in their preferred communication channel.
The LiveOps cloud contact center offering provides a total solution – spanning from technology to talent to provide your enterprise choice – choice in how you source and deliver services to your clients. Our LiveOps Platform, LiveOps Applications and LiveOps Talent meets the challenges facing your contact center today and will transform your customer interactions in the cloud.
The LiveOps Cloud Contact Center Provides Agility, Flexibility and Scalability
Cloud computing has already been adopted by some of the biggest and most trusted companies in the world. Rapid technology changes have enabled companies to move from purchasing a premise-based contact center to leveraging a cloud-based contact center solution.
A cloud contact center is easy to deploy, easy to use, and easy to manage. You receive critical contact center feature functionality, such as intelligent routing, call flow authoring, quality monitoring, and all aspects of our multichannel and social applications, allowing you to manage your customer experience.
The cloud model also provides contact centers with access to continual innovation. As cloud adoption increases, rapid improvements, new features and new functions are made available to all participants. Contact centers can choose which enhancements and features they want and when they want them. This business agility will enable contact center business owners to get the desired functionality they want and enable IT to deliver those capabilities quickly and easily. By moving your contact center to the cloud, you can also benefit from reduced deployment cycles, high availability and continuous innovation. You will also want a service provider that supports industry-standard security and mission-critical availability with virtually no downtime.
LiveOps is Social & Mobile: Today’s Media-Savvy Customers Demand Media-Savvy Communications
In today's competitive business climate, simply providing good customer service is no longer a competitive differentiator. Building and maintaining a responsive and proactive contact center has become table stakes.
One of the key principles of a next generation customer experience is the ability to serve customers according to their preferences. Some customers only want to receive email, while others want the reassurance of speaking to a person – and only a person — and that's fine, too. Early in the relationship, you’ll need to capture these preferences so you can do right by them.
Some customers, however, will push the envelope. A growing percentage of people, led by the tech- and social-media-savvy consumers, welcome and even demand mobile communications on their smartphone as well as their social networks. Customers are now used to using their mobile device to connect anywhere via voice, SMS, Twitter, Facebook, text, chat, email and the web.
Real-time notification is much more valuable for the consumer. Using SMS or text message to converse with, and respond to, customer inquiries is a great way to interact with customers in a conversation and reinforce brand preference. The result is a powerful and efficient method to engage customers in a conversation that creates a positive user experience.
Multi-channel Integration Creates a Consistent Customer Experience
Many customers associate contact center experiences with frustrating, uniformed hand-offs and long wait times. Today’s customer has access to real-time information using multiple means of communication, and they expect enterprises to support these channels with a seamless integrated view of who they are.
Addressing multi-channel engagement is one of the most challenging factors for current contact center operations. Being able to communicate via SMS, e-mail, chat, twitter, voice, etc. is a good start. But having the customer information shared, integrated and readily available to agents across media is where cloud contact center technology lays the foundation for a consistent customer experience.
There is nothing more frustrating for a customer than getting a different answer from different channels. A disjointed customer experience will give the impression of incompetence or indifference for your brand. Whether they are dealing with a financial institution, a wireless provider or a retailer, customers are more than willing to switch brands after a negative experience.
Contact center services require a common view into customer information to make this change. Customers can be quickly identified and offered personalized treatment. This visibility also enables contact centers to influence revenue as they can extend, up-sell or cross-sell offers where applicable, increasing bottom line profit.
By transitioning to a cloud contact center strategy and empowering a multichannel approach, companies are realizing the power of listening to customer issues, responding in real-time and extending a relevant offer where applicable.
Access to Consumer-Aware Agents: Using Independent, At-Home Agents
With access to a community of 20,000 at home based agents, you have a ready and available workforce in the cloud. You are assured to have the agents you need when you need them-without paying for them when you don't. What differentiates the LiveOps community of at-home agents from other agent outsourcers are the best practices in operating a large virtual community of motivated independent contractors, combined with a cloud based, social and mobile contact center platform that has been designed to manage a virtual distributed contact center.
Agents are evolving, needing skills in new technologies and applications. LiveOps uses a multichannel and social approach in interacting with its agent community every day. The social tools of forums, web chats, podcasts, virtual town halls, twitter/facebook and gamification are all part of our agent community. We connect, collaborate, communicate and form a culture around a socially, consumer aware agent. They are ready for your consumers and the multichannel approach you are building in your contact centers.
Learn More about the LiveOps Talent Community »
Conclusion
The stakes have risen. Consumers expect answers in a real-time personalized way. They are conversing with each other and sharing their experiences in real-time. Brands not actively encouraging conversations with their customers are likely missing out on critical market feedback and trends.
