Contact Center Solutions Featured Article

March 27, 2008

LiveOps On-Demand Call Center Platform Now Available on the AppExchange

By Susan J. Campbell


LiveOps (News - Alert), a virtual call center company, has announced the successful integration and certification of its On-Demand Call Center Platform with the Salesforce CRM application suite. This integration is set to provide inbound and outbound telephony management, call routing, agent availability, CTI screen pop and call control for use with Salesforce CRM.

Agents using the Salesforce Call Center application can benefit from skills and performance-based routing, immediate access to caller information through CTI (News - Alert) and the ability to manage calls with the click of a mouse within Salesforce. A demo is now available on the AppExchange.

This integration ensures that the LiveOps On-Demand Call Center Platform offers a highly flexible, enterprise-grade CTI solution that will work seamlessly with the Salesforce Call Center application.

With this comprehensive solution, customer service and call center managers will have a complete, end-to-end call center solution that provides full visibility into their operations and agent performance with real-time monitoring and reporting.

"LiveOps today runs the largest virtual call center with over 20,000 home agents. Our On-Demand Call Center Platform and our community of home agents, combined with the Salesforce Call Center application, allows companies to create a much more flexible solution that can rapidly scale up in both infrastructure and agents," said Jon Temple, President of World Wide Operations at LiveOps, in a Thursday statement.
 
"This joint solution from LiveOps and salesforce.com will drive customer success as companies are finally able to experience the advantages of the next generation of call centers."

The LiveOps Platform is designed to provide comprehensive inbound and outbound call management, monitoring, workforce and quality management to complement the agent console and call scripting and e-mail management features of the Salesforce Call Center application.
 
LiveOps On-Demand enables customers to quickly ramp up a full-featured inbound or outbound call center with no capital expenditures or ongoing maintenance expenses.

"Thousands of companies are using the AppExchange to extend the benefits of Software-as-a-Service applications throughout their enterprises," said Clarence So, chief marketing officer, salesforce.com, in Thursday’s statement.
 
"Now, salesforce.com customers can quickly and easily deploy LiveOps via the AppExchange to complement the Salesforce Call Center application, delivering greater flexibility and the ability to respond quickly to changes in the business. And, unlike traditional call center solutions, this solution can be deployed in days versus months."

Organizations throughout the world are finding the benefits that can be realized with call center operations cannot be ignored. Many of these organizations are not equipped to launch a full scale center, however. As a result, they will turn to on-demand, virtual options such as those offered by LiveOps in order to meet their demand without significant upfront costs.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Level the Playing Field With Business VoIP, brought to you by Speakeasy (News - Alert)
 
 


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