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destinationCRM.com — CRM Buyer's Guide
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555 Twin Dolphin Dr. Suite 400
Redwood Shores CA 94065
United States
  
PH: (800) 411-4700
Visit their Web site: www.liveops.com
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Profile
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LiveOps is the global leader in cloud contact center and customer service solutions. Hundreds of companies including Salesforce.com, Symantec, and Royal Mail Group trust LiveOps to enable effective multichannel customer interactions quickly, easily and securely across every channel - voice, email, live chat, SMS, Facebook and Twitter. And with the LiveOps EngageTM integrated agent desktop, agents have a better and faster way to engage with customers across any channel without having to navigate through multiple windows or applications. Headquartered in Redwood City, CA LiveOps supports a wide range of industries including government, financlai services, insurance, retail, healthcare and high tech.
CRM Magazine Publisher Bob Fernekees interviews LiveOps Senior VP and Chief Marketing Officer Ann Sung Ruckstuhl at CRM Evolution 2013 at the Marriott Marquis in New York City.
LiveOps' Ann Sung Ruckstuhl: The CRM 2013 Interview on Vimeo.
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Product Description
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For over 10 years, LiveOps has been building the largest cloud-based distributed contact center on the planet. We built the LiveOps Cloud Contact Center Platform on the four cornerstones that are the foundation of our business:
- Uninterrupted Reliability
- Impenetrable Security
- Horizontal Scalability
- Unmatched Flexibility
LiveOps has led the industry in the innovation of 100% cloud-based contact center applications-years ahead of the pack. Our applications work together, because they are built on our core platform. And because all our applications live in the cloud, you can access them from anywhere you have a trusted internet connection.
LiveOps Applications are broken down into two primary categories, Multichannel Agent Desktop Applications and Management Applications. The Multichannel Agent Desktop Applications are all seamlessly integrated into the LiveOps Engage desktop and are comprised of LiveOps Voice, LiveOps Chat & Email and LiveOps Social. The Management Category is comprised of LiveOps Insight, LiveOps Authoring and LiveOps Recording.
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Whitepapers, Archived Webcasts and Sponsored Content
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LiveOps Voice
Through an integrated agent desktop and phone panel, LiveOps Voice supports both inbound and outbound calling with a common set of telephony controls for agents. In addition, Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) and CRM integrations provide flexible, easy-to-implement solutions to fit your specific business needs.
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LiveOps Chat & Email
Enable your website visitors to interact directly, in real time, with your agents. With one click on your website, customers and prospects can open a live, web chat session with your representatives. This reduces call volume, gives customers more immediate help and improves satisfaction and conversion rates.
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LiveOps Social
LiveOps Social makes it easy for you to manage, measure and respond to your customers in these channels with the same routing, quality control, efficiency and reporting that you demand for other channels such as voice, email and chat.
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LiveOps Management Applications
Knowledge is power, and with LiveOps Insight that knowledge is instantly available through a suite of sophisticated yet easy to use reporting and analytical tools. From identifying broad trends across all your contact centers, to fine grained analysis of individual agent performance, LiveOps Insight uses state of the art data warehousing principles to let you be the master of your historical data.
LiveOps Authoring uses a Web 2.0 graphical "drag and drop" interface that lets you create sophisticated call flows without programming.
LiveOps Recording gives the contact center manager a front row seat to customer interactions. Winner of TMC Labs 2011 Innovation Award, LiveOps Recording uses industry leading cloud technology to capture voice and high quality screen recordings without the installation of software, hardware, or additional storage capacity. The ONLY 100% cloud-based audio and screen recording solution available, LiveOps Recording provides the ideal basis for agent quality control, training and regulatory compliance.
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LiveOps Engage
LiveOps Engage sets the standard for single screen, multichannel desktop – simpler, faster, better. The industry’s first single, integrated, multichannel desktop, built with both the agent and the customer in mind, LiveOps Engage simplifies the user experience to increase agent productivity and improve customer experience across all channels on a single screen: phone, email, live chat, SMS, Twitter, and Facebook.
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