LiveOps
Company: LiveOps, Santa Clara, CA
Entry Submitted By: Burson-Marsteller
Company Description: Founded a decade ago, LiveOps drives innovation and creates an end-to-end solution for call center functionality. The truly-tested LiveOps call center platform enables enterprises to rapidly deploy an always-on contact center infrastructure in a pay-per-use model that results in greater operational and cost efficiencies for customers while ensuring security.
Nomination Category: New Product Awards & Product Management Categories
Nomination Sub Category: New Product or Service of the Year - Telecommunications
Nomination Title: LiveOps' On-Demand Contact Center Platform
Tell the story about this nominated product or service (up to 500 words). Describe its function, features, benefits, and sales to date. You may include hyperlinks to product photos and data sheets. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
LiveOps is continually bringing something new to the contact center table and
paving the way for the industry as a whole. Through an easy-to-use web
interface, LiveOps On-Demand Contact Center Platform enables enterprise
customers to rapidly deploy an always-on and instantly scalable contact center
solution, while simplifying contact center management and meeting ever-changing
business demands. In addition, LiveOps uses this same technology platform
everyday to successfully run the largest virtual contact center with over
20,000 independent home agents.
Thanks to cloud computing, LiveOps delivers continuous innovation to its
customers in the form of “real-time” micro-release features and software
upgrades for product maintenance and support on a weekly basis. With LiveOps,
customers are always receiving performance-tuning features. During the past 15
months, LiveOps has introduced more than 150 features and/or usability
enhancements to LiveOps Contact Center Platform, which bring powerful control,
visibility, and simplicity to the contact center and therefore enrich the
overall customer experience. These improvements include:
• Enhanced real-time reporting – Standard monitoring dashboards enable
users to monitor their agent and system performance in real-time.
• Call Recording –Contact center administrators can now configure call
recording, allowing them to set up the retention period of call recordings at
the call center or campaign level so they can meet regulatory and unique
business requirements.
• Cross tenant administration and reporting – This new feature offers an
enterprise-wide view for customers with multiple contact centers.
• Call Flow Authoring Studio: This new application enables contact center
administrators or business users to easily design and manage the customer
experience at each stage of a call, streamlining the inbound call process and
shortening overall implementation time and cost.
• Real-Time Configurable Dashboards: Real-time access to dynamic contact
center activity information through a configurable dashboard provides
administrators with the tools to monitor, analyze, diagnose and manage the
effectiveness of their center.
• Call Visualization Reporting: This new report delivers a visual view of
the entire lifecycle of a caller's experience by outlining segment details
associated to the unique Interaction ID.
As part of our ongoing multi-tenant SaaS platform innovation, LiveOps will be
introducing a number of features in 2011 aimed at multi-channel integration
(chat/email), new outbound contact services, and security features including
innovative screen-capture features to actively record all agent desktop
activities for each session with synchronized audio/video playback. The company
will also extend its integration/API strategies and developer efforts as well
as increase its leveraging of social media to optimize contact center
operations.
In 2010, LiveOps also powered the call center for Tonight's Larry King Live
Telethon "Disaster in the Gulf: How You Can Help" that benefitted the
individuals and ecosystems affected by the BP gas pipeline explosion.
Fulfilling its commitment to benefiting the community around it, the LiveOps
Foundation provided supporting grants to the Jean Weingarten School for the
Deaf and the BUILD Youth Entrepreneurship Program. And due to its recognized
standing as a leader in the industry, LiveOps was invited to the White House to
participate in a summit on workplace flexibility.
List hyperlinks to any online news stories, press releases, product reviews, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Press releases
03/09/11
LiveOps and City of Newark Outline Partnership to Create Work Opportunities and
Training for Citizens
http://www.liveops.com/company/pressroom/pr-030911.html
01/06/11
LiveOps Receives Customer Interaction Solutions® Magazine’s 2010 Product of the
Year Award
http://www.liveops.com/company/pressroom/pr-010611.html
12/07/10
LiveOps Customers Discuss their Success with Cloud Computing at Dreamforce 2010
http://www.liveops.com/company/pressroom/pr-120710.html
11/16/10
LiveOps Announces Six New Innovative Features to its Award-Winning Contact
Center Cloud
http://www.liveops.com/company/pressroom/pr-111610.html
09/16/10
LiveOps 3DR Adds New Dimensions to Direct Response at 2010 ERA D2C Convention
in Las Vegas
http://www.liveops.com/company/pressroom/pr-091610.html
06/28/10
Over 1300 LiveOps Independent Agents Handled Donations for "Disaster in the
Gulf: How You Can Help" Live Telethon
http://www.liveops.com/company/pressroom/pr-062810.html
06/22/10
LiveOps Joins Salesforce.com and Fellow Cloud Computing Leaders at Cloudforce
2010 Event
http://www.liveops.com/company/pressroom/pr-062210.html
05/12/10
LiveOps Named an Industry Leader in Ovum's Hosted Contact Center Decision Matrix
http://www.liveops.com/company/pressroom/pr-051210.html
04/01/10
Work Flexibility Remains Top Priority for the American Workforce
http://www.liveops.com/company/pressroom/pr-040110.html
03/30/10
White House Invites LiveOps to Discuss Workplace Flexibility
http://www.liveops.com/company/pressroom/pr-033010.html
03/15/10
LiveOps Named 2010 CRM Service "Rising Star" by CRM Magazine
http://www.liveops.com/company/pressroom/pr-031510.html
03/10/10
LiveOps Receives Network Products Guide 2010 Product Innovation Award
http://www.liveops.com/company/pressroom/pr-031010.html
02/01/10
LiveOps and Keniks Announce Partnership
http://www.liveops.com/company/pressroom/pr-020110.html
Marketing collateral
Product demo:
http://liveops.com/resource-library/demo_liveops_cc_reg.html
Whitepaper:
http://liveops.com/resource-library/wp_cloud_security_reg.html
Customer testimonials:
http://liveops.com/customers/index.html
Provide a brief (up to 100 words) biography about the leader(s) of the team that developed this nominated product or service:
The LiveOps On-Demand Contact Center Platform leverages cloud technology to
bring Web architecture and Internet scalability to the contact center industry,
an industry that has traditionally been hostage to costly hardware
implementations and time-intensive maintenance. An end-to-end solution for call-
center functionality, this truly-tested platform enables enterprises to rapidly
deploy an always-on and instantly scalable contact center infrastructure in a
pay-per-use model that results in greater operational and cost efficiencies for
customers while ensuring security. Additionally, LiveOps agents are
fundamentally changing the way we work by working where and when best suits
them. LiveOps consistently pushes boundaries to lead the industry.