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LiveOps Announces Sizzling Growth in 2008: 2009 May Be Just as Hot

February 17, 2009

Being in two hot markets for hosted contact center solutions and for home agents have cooked up sizzling results for LiveOps. The firm has just announced that 2008 was another year of double-digit growth and the third consecutive year of profitability thanks to growth from existing and new customers for its solutions.

 
Turning up the temperature has been the pickup of several new enterprise clients including Affinion Group, Colonial Penn, iCan, Proflowers, salesforce.com, VForce/AAA Ohio, and West Marine. These firms selected LiveOps On-Demand Contact Center Platform and/or independent home agents from LiveOps’ community of more than 20,000 of these professionals to improve the flexibility and quality of their contact centers and operations. 
 
“Achieving better agent utilization and greater operational efficiency were important factors in our decision to adopt a virtual call center model,” explains Matt Wise, senior director of external customer for West Marine. “What sets LiveOps apart was its ability to rapidly deploy and integrate with our existing systems. We were up and running in a matter of days versus the months it would have required with other vendors. Since implementing this platform, we have reduced our facility costs by enabling our agents in Florida to work from home and we expect improvements in agent utilization with LiveOps virtualized call routing.”
 
LiveOps continues to lead the direct response market, with nine out of 10 top media companies selecting the company. The firm says it continues to outperform other outsourcers with results showing on average 30 percent more revenue per campaign.
 
In turn LiveOps has received accolades for its achievements, growth, and initiatives. It won six awards including the Frost & Sullivan Innovation and Growth Company for 2008, 2008 CRM Excellence Award, 2008 IP Contact Center Technology Pioneer Award, 2008 Internet Telephony Product of the Year, AlwaysOn Global 250 Private Company and “Company of the Year” by the Entrepreneur Foundation. 
 
”LiveOps had record Q4 revenue: the highest in the history of the company,” says Maynard Webb, chairman and CEO of LiveOps. “Year-over-year growth and customer momentum proves that the LiveOps On-Demand Contact Center Platform not only meets, but in many cases exceeds, the rigorous standards enterprise customers have for security, reliability and availability.”
 
If 2008 turned out to be great for LiveOps, 2009 may equal if not better these results. According to a recent Gartner survey, many businesses plan to use hosted, also known as software as a service (SaaS) solutions instead of on-premise solutions to help them solve business challenges more cost-effectively.  The survey notes nine out of ten companies plan to grow their use of SaaS in the next year; more than one third of respondents plan to replace on-premise software with SaaS to drive down total cost of ownership. Those surveyed cited cost-effectiveness and ease of deployment as primary reasons for SaaS adoption.
 
“Business flexibility and lower operations costs continue to be priorities for enterprise customers in 2009,” explains Webb. “LiveOps is the only contact center vendor that can help companies deploy an end-to-end contact center infrastructure in days and deliver rapid operational efficiencies and cost reductions.  It also provides companies with access to an on-demand workforce of home-based agents to support fluctuating business demands.  LiveOps is also the only contact center technology company that can offer customers a proven blueprint for successfully deploying and operating a remote agent contact center.”
 

Brendan B. Read is ContactCenterSolutions’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Michelle Robart



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