integration with external call delivery services, as well as integration with major call routing systems.
LiveOps call routing application is a patent-pending application that is enhanced in its Results Based Routing. The application offers an interface that allows business users to create routing rules automatically with results measured directly from their CRM applications.
“LiveOps On-Demand Call Center Platform enables us to keep up with the ever changing nature of our business,” said Billy West, Vice President of Technology and Telecom Operations at Working Solutions. “LiveOps’ Web-based interface enables us to quickly change call routing scenarios and have real time visibility into the performance of our virtual agents.”
“We are excited to be at the forefront of developing leading edge technology that is fundamentally changing how call centers are managed. With quarterly enhancements of the LiveOps On-Demand Call Center Platform, we continue to bring innovation that delivers breakthrough results to our customers,” said Maynard Webb, CEO of LiveOps.
Data integration with external call delivery services is included in the CTI enhancements. Data can now be transferred into the LiveOps On-Demand Call Center Platform and delivered to distributed agents in conjunction with calls. These processes can be completed without requiring separate purchase of complex and costly CTI systems.
With the use of Web Services, LiveOps integrates with other client systems, while also maintaining confidential data on the client’s systems in order to safeguard customer information.
LiveOps Spring 08 also offers a Web Service Application Programming Interface (API) layer that enables tighter integration with call routing solutions, including Genesys and Cisco. As such, the LiveOps platform can work seamlessly in a heterogeneous call center environment.
“Hosted and managed contact center services are among the fastest growing segments within the contact center technology market,” said Daniel Hong, lead analyst for Customer Interaction Technologies at Datamonitor. “As we roll out the tape over the next several years, hosted and managed contact center services will continue to gain significant traction in the marketplace as businesses look to greater deployment flexibility, improved resource allocation and more economically palatable pricing.”
LiveOps has done well to respond the ever-changing needs of the call center environment, while also responding to the growing call for on-demand solutions. By taking a strategic approach that addresses both issues, the company is helping to drive demand for its solution.
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