Real-time Visibility and Control
for the Contact Center

End-to-End User-Driven Reporting and Monitoring

With LiveOps’ platform in the cloud, there’s tight integration between all applications. This integration provides managers with complete visibility across every contact center function and agent — giving them greater control over day-to-day operations and the ability to proactively improve long-term performance. You can also view and analyze all call-related information (such as speed to answer, average handle time, call disposition codes, hold time, etc.), as well as agent-, program-, and campaign-related information in real-time. Leveraging analytics functions that run on top of the contact center platform, your business users can generate reports without IT assistance and get timely, accurate insights into contact center performance.

With LiveOps, you get:

• Unprecedented visibility and access to data on every contact center function
• A single virtual point of control across all agents, contact centers, and programs
• One consolidated customized view for performance at a glance

LiveOps offers immediate access to recordings and full visibility into contact center hold times and balanced scorecard metrics on agent performance — without costly third-party technology

Easy Optimization by Business Users

The LiveOps On-Demand Contact Center platform is simply the fastest way to generate the most value from your contact center. Leveraging a modular, multi-tenant architecture and Web-based delivery model, the LiveOps On-Demand Contact Center platform is available in the cloud. As a result, organizations can rapidly deploy, configure, and maintain business applications — and empower business users to take control of their software assets.

Easy-to-use tools for creating, monitoring and testing complex call routing scenarios in real-time put business users in control and enable real-time performance management. Now your business users can:

• Respond in real-time to changing business conditions using up-to-the-minute performance metrics
• Route calls down to the agent level versus routing calls to other contact centers, queues, or skill groups
• Use one single virtual ACD and routing logic versus two-tier routing

A business user at a major financial services company created 20 complex call routing scenarios with LiveOps in just 120 man-hours – much less time compared to the 2,080 hours (one year) that would have been required using a traditional contact center platform provided by a vendor