Welcome to the Contact Center in the Cloud
Use the Reliability and Innovation of Cloud Computing for Better Results
Cloud computing is no longer just a concept – and LiveOps’ extensive customer list proves it. In fact, it’s being adopted rapidly by some of the biggest and most trusted companies in the world.
Why Cloud Computing for the Contact Center?
With cloud computing, companies can benefit from infrastructure-as-a-service, platform-as-a-service and software-as-a-service technologies for their contact center.
What does Contact Center in the Cloud Mean for You?
It means that the days of long deployment cycles, huge capital investments, and costly support contracts are gone. You can access capacity and software via a standard Web browser. And it means you can rapidly generate high value from mission-critical enterprise applications — with little or no up-front capital investment.
WHITE PAPER
Contact Center in the Cloud: Helping Companies Manage the New Security Perimeter and Support Remote Agents. Download Now »
ON-DEMAND CONTACT CENTER PROUCT DEMO
View results-based routing in action along with other innovative capabilities.
Watch the Demo »
The fully integrated LiveOps On-Demand Contact Center Platform demonstrates the true value of cloud computing. It enables enterprises to rapidly deploy an Always-On™, highly secure, and instantly scalable contact center solution using a pay-per-use model. You benefit from:
The Always-On™ SaaS platform
Built from the ground up using innovative, Web-based architecture and grid computing technology by industry leading experts from eBay, Netscape and Tellme, LiveOps has developed a highly scalable and always-on platform that leverages Web 2.0 technologies. It's designed for a mission-critical part of the enterprise – the contact center.
On-demand when you need it
Rather than buying expensive overcapacity, you can "pay-per-use" for technology and services that instantly scale up or down to meet demand — even when demand spikes unexpectedly.
A proven, enterprise-grade platform
Using our proven platform, LiveOps operates the world’s largest virtual contact center, enabling 20,000 remote agents take customer calls. For companies who want to manage their own agents, we also deliver this platform as a contact center in the cloud. The result is an enterprise-tested platform that’s trusted by over 200 companies – including some of the most respected brands worldwide. With built-in disaster recovery capabilities, always-on availability, and a highly secure architecture, the LiveOps On-Demand Contact Center Platform enables rock-solid contact center operations.
Bottom-line results
Our contact center platform in the cloud helps you reduce up to 92% of your operational costs — savings that go right to your bottom line. In addition, the LiveOps platform provides business users with real-time visibility and control across remote and traditional contact centers — enabling you to make rapid changes (for example, to call routing) to drive better business results.
Need more reasons to consider managing your contact center in the cloud? As illustrated in the following figure, other technology options just don't make sense when you compare them to the benefits offered by contact centers in the cloud.
Enterprises still have concerns regarding the high availability and security of Software-as-a-Service (SaaS) applications and we recognize that not all On-Demand vendors have adequately addressed these concerns.LiveOps has built its On-Demand Contact Center Platform from the ground up for always-on availability and proven security, delivering 99.99% availability and a Multi-layer Security infrastructure that has passed the most stringent financial services security standards including obtaining PCI Level 1 compliance. As a result, we have developed a contact center platform that meets the most stringent scalability, availability and security standards of large enterprises.
With the LiveOps' On-Demand Contact Center Platform, you can be up and running in days, enjoying complete visibility and control of your brick-and-mortar and remote contact centers. At the same time, you can realize the following benefits:
Lower Up-Front Costs
Traditional enterprise contact center software solutions require that you make significant investments in premise-based hardware, databases, middleware, and software licenses, as well as hire large IT teams to support integration, configuration, and administration. In contrast, the LiveOps' On-Demand Contact Center solution is delivered through the cloud. So you access it via a standard Web browser rather than spending precious capital to invest in infrastructure. You simply subscribe to the LiveOps solution and get instant access to the contact center software.
Pay Per Use
By providing a highly flexible, usage-based pricing model for services delivered through the cloud, LiveOps enables your business to scale as needed to efficiently manage unpredictable call volumes. You only pay for infrastructure and capacity that are actually used — and there's no need to commit or forecast traffic or call volume requirements in advance.
Rapid Deployment
Unlike on-premise infrastructure that often takes months to integrate and deploy, LiveOps On-Demand Contact Center Platform can be deployed in days. And, business users are empowered to configure and make changes to the LiveOps On-Demand Contact Center solution — all with just a few clicks — enabling your contact center to rapidly respond to evolving business needs. Now, your business can launch new products, media campaigns, and promotions and be confident that your contact center solution can be configured to seamlessly handle personalized customer interactions.
Leverage Ongoing Innovation
With traditional, premise-based contact center software, you have to wait for software updates and invest significantly in resources to upgrade hardware and software. Using LiveOps' modular, multi-tenanted, on-demand architecture, all upgrades are automatic and transparent to your business. You continuously benefit from the latest innovations at no additional risk or cost. All upgrades are 100% backwards compatible and do not require any investment or change in behavior.
Lower Training and Management Costs
Using point-and-click configuration delivered through a familiar, Web-based interface, your administrators can quickly configure the LiveOps contact center software to realize its full potential. LiveOps also provides an easy to use, menu-driven interface that empowers your end users to be more responsive to customer enquiries — and enables your business to lower handle time and boost productivity.
Location Independence
Because the LiveOps' On-Demand Contact Center Platform is delivered via the Web, you can provide administrators and end users — regardless of where they are located — with full access to functionality at all times. Unlike traditional client-server contact center applications that require significant investment for application maintenance and management, the LiveOps solution requires no additional investment, with users having access to all functionality, anywhere and anytime.
Speed, Control, and Flexibility
The fully integrated LiveOps On-Demand Platform and Applications give you comprehensive visibility into — and control over — your contact center operations. At the same time, you can empower your agents, supervisors, and administrators to be highly productive and effective in delivering superior customer interactions.
