The Only Complete Virtual Call Center Solution
LiveOps is the only virtual call center solution provider that delivers a complete solution including a flexible on-demand call center platform and applications, a network of over 20,000 independent home agents, and proven best practices. No other vendor in the industry provides a complete solution that truly enables companies to extend their call center into a virtual call center model.
Gartner predicts that by 2013, at least 75% of customer call centers will use a form of SaaS in their contact centers.
On-Demand Call Center Platform and Applications
LiveOps On-demand Call Center Platform and Applications support the entire call center lifecycle. The fully-integrated solution combines IVR, call routing, agent management, workforce management, quality monitoring and real-time reporting and analytics, which provides unprecedented visibility across every call center function. This fully integrated solution eliminates the need to integrate components from multiple vendors.
The advantages of the LiveOps platform include:
Pay-Per-Use
The cost of idle infrastructure is eliminated and you only pay for the bandwidth and infrastructure that you use.
On-Demand Scalability
LiveOps technology can scale up and down instantly to seamlessly support even extremely large spikes in call volume.
Rapid Deployment
Eliminates the need to purchase solutions from multiple vendors that require integration and result in long deployment time.
Continuous Product Enhancements
Customers benefit from ongoing product enhancements delivered by LiveOps several times a year. Our multi-tenant solution makes these updates seamless and instantly available to our customers.
Ease of Integration
LiveOps applications include a Web Services API layer that enables tighter integration with call routing solutions as well as all key CRM and legacy applications. This allows the LiveOps platform to work seamlessly in a heterogeneous call center environment.
Network of 20,000 Independent Home Agents
LiveOps puts the world's best, most productive independent home agents at your disposal. These independent agents are proven to be more motivated, loyal and highly skilled than those in traditional brick-and-mortar call centers.
LiveOps' network includes over 20,000 independent agents that are more highly educated and have more experience than other call center agents. Eighty percent of these agents have attended college and 85 percent have previous sales experience.
LiveOps annual agent attrition rate is 10% compared to 100% in traditional call centers.
Proven Call Center Best Practices
Because LiveOps runs the largest virtual call center in the world, we bring the proven best practices and expertise to help you extend your existing call center into a virtual call center or build a virtual call center in weeks.
- Agent Selection and On-boarding — Powerful on-line tools completely automate and speed the process of sourcing, screening and selecting the best agents from a nation-wide pool of applicants.
- Agent Learning and Certification — On-line, self-paced materials and certification exams allow agents to ramp up quickly for new programs and enable real-time monitoring and progress tracking.
- Scheduling — Pull-based scheduling provides agents the flexibility to set their own schedule, improving morale and reducing turnover. On-line scheduling alerts enable real-time staffing for unanticipated spikes in call volume or simplified schedule reduction during slow times.
- Workforce Management — On-line agent monitoring, multiple lines of communication and merit-based incentives keep agents motivated and allow for measurement and rewarding performance in real time.
