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LiveOps Client Services

The LiveOps Client Services team is here to assist you in getting the most value from the capabilities that LiveOps provides. Whether you are leveraging the LiveOps On-Demand Call Center Platform, Independent Agents or a combination of the two, we provide you with the support you need to reach your goals. This support comes through a four-phase process of engagement.

Phase 1: Solution Development

In the solution development phase, our Client Services team collects key information on your call flows, scripts, and other requirements. We’ll help identify any limitations or issues. Then, we’ll apply our industry best practices and create a comprehensive solution that provides a next generation call center for your organization. The solution development phase includes the following steps:

1. Scope the solution that meets your needs
2. Create detailed requirements for the solution
3. Build an implementation plan
4. Define success metrics

Phase 2: Design

In the design phase, our Client Services team constructs a comprehensive, next generation call center workflow from initial call handling, to integration with telecommunication services and databases, to agent sourcing and scheduling. Steps in the design phase include the following:

1. Call Flow Design - including call routing and IVR design
2. Telecom and Data integration
3. Report Design
4. Forecasting process
5. For Home Agent solutions:
   1. Agent sourcing and selection plans
   2. Development of Agent Certification Material
   3. Agent scheduling process

Phase 3: Implementation

In the Implementation phase, Client Services takes the next generation concept to reality by engaging the Agent Community, Network Operations, and Engineering in the implementation of the following:

1. Call center configuration
2. Call routing and IVR implementation
3. Telecom and datacom configuration
4. Initial user (Admins, etc) setup
5. Reporting/Fulfillment implementation
6. Define operational procedures for communication and management
7. For Home Agent solutions:
   1. Sourcing of agents
   2. Agent Certification

Phase 4: Launch and Optimization

In the launch phase the Client Services team will work with you in a high-frequency mode with constant communication to closely monitor the transition from planning to taking live calls. Once launched, the work has just begun as LiveOps’ Client Services excels in optimizing your program’s performance with A/B split tests on routing, scripting and agent incentive programs. Activities include:

1. Perform a launch readiness review
2. Launch the program
3. Measure the effectiveness of the program and build continual improvement plans
4. Work collaboratively to identify other LiveOps capabilities that can be leveraged for your success.
5. Conduct periodic program assessments and Quarterly Business Reviews.

Whether your goals are to achieve higher close rates, lower handle times, first call resolutions, or greater customer satisfaction, LiveOps’ Client Services Team has the solution. Leveraging previously unavailable tools, technologies, capabilities and best practices we deliver breakthrough results for your call center.