The LiveOps On-Demand Call Center Platform
Not all on-demand call center platforms are the same, so you need to carefully evaluate your options. The traditional areas of concern around availability, security, and integration, for example, are still relevant, as not all providers of on-demand solutions have necessarily addressed these concerns with the right technologies and best practices. And other concerns related to ease of implementation and breadth of feature sets are also important to consider as you investigate on-demand technology for your call center.
At LiveOps, we brought together leading IP telephony innovators from Tellme, as well as Internet architecture innovators from Netscape, to build a call center platform from the ground up that’s designed to enable highly distributed call centers with unprecedented efficiencies. We operate the world’s largest virtual call center using our on-demand technology and have first-hand experience managing the pressures and complexities of day-to-day call center operations. And because our own business depends on optimal, rock-solid performance, we designed and built our on-demand call center platform to deliver highly scalable, mission-critical call center services.
We use our On-Demand Call Center Platform every day to optimize the performance of the LiveOps call center, which:
- Manages 270 million minutes of talk time per year
- Provides 99.99% availability measured end-to-end, using the strictest standards including calls dropped by carriers
- Maintains the highest levels of security with sensitive customer data: in 2007 the LiveOps call center securely collected 15 million credit card numbers, over 1 million bank account numbers, and over 100,000 social security numbers
- Uses Web services and published APIs to integrate with centralized premise routing systems and other legacy applications
Our platform ensures that we can consistently meet the strictest service level agreements (SLAs) – both internally and for our enterprise customers. We use the platform to recruit and onboard agents, educate and certify them, route calls, monitor and improve agent performance, and track performance in real time.
Since we rely on the platform as much as our customers, we continuously invest in it. We develop new functionality to simplify the job of managing agents, routing calls, and driving performance. We also leverage our experience managing the world’s largest virtual call center to develop and share best practices so our customers can use the platform and its accompanying application suite to achieve new levels of customer service and operational efficiency.
Learn more about why you should consider the LiveOps On-Demand Call Center Platform:
