On-Demand Contact Center Platform
A Comprehensive, On-Demand Platform in the Cloud
Not all on-demand contact center platforms are the same, so you need to carefully evaluate your options. The traditional areas of concern for on-demand contact center platforms around availability, security, and integration, for example, are still relevant, as not all providers 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 contact center.
At LiveOps, we operate the world’s largest virtual contact center in the cloud using our on-demand technology. We have first-hand experience managing the pressures and complexities of day-to-day contact center operations. And because our own business depends on optimal, rock-solid performance, we designed and built our on-demand contact center platform to deliver highly scalable,
mission-critical contact center services.
We use our On-Demand Contact Center Platform every day to optimize the performance of the LiveOps contact center, which:
| • | Manages over 43 million calls per year |
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| • | Provides 99.99% availability measured end-to-end, using the strictest standards, including calls dropped by carriers (which translates into less than 53 minutes down-time per year – and our goal is to achieve 99.999% availability, or less than 5.256 minutes of down-time per year) |
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| • | Maintains the highest levels of security with sensitive customer data and handles over 15 million credit card numbers, over 1 million bank account numbers, and over 100,000 social security numbers each year |
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| • | 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 source 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're constantly developing 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 contact 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.
Now you can leverage the LiveOps Contact Center in the Cloud, which enables you to rapidly deploy it for an Always-On™, highly secure, and instantly scalable contact center solution using a pay-per-use model. Rather than paying for overcapacity, you simply increase or decrease usage as demand changes, paying only pay for what you use. Built from the ground up using innovative, Web-based architecture and grid computing technology by experts from eBay, Netscape, and Tellme, you can trust it to handle your mission-critical business operations around the clock.
Learn more about why you should consider the LiveOps On-Demand Contact Center Platform:
WHITE PAPER
Contact Center in the Cloud: Helping Companies Manage the New Security Perimeter and Support Remote Agents. Download Now »
ADMINISTRATION & MONITORING PRODUCT DEMO
Manage key contact center metrics through the real-time monitoring and reporting.
Watch the Demo »
SOLUTION BRIEF: ON-DEMAND CONTACT CENTER PLATFORM
End-to-end functionality supporting every aspect of your call center operations. Download Now »
CUSTOMER CASE STUDY: SALESFORCE.COM
Using LiveOps Contact Center in the Cloud to Run Global Customer Support. Download Now »
| “ Today, salesforce.com considers having a contact center in the cloud essential to providing great customer support. We've been extremely pleased with the LiveOps platform. All of our mission-critical infrastructure is performing to our high standards enabling salesforce.com to provide high-quality, responsive customer service across all of our customer support centers. ” | |
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— Krista Anderson SVP, Global Customer Support salesforce.com |
