I recently had the opportunity to speak with Mike Gardner, VP of Engineering for LiveOps. He was very candid with me about the future of the industry, and what to expect from his company’s ITEXPO presentation.

 

A leader in distributed call center technology and services, LiveOps has a proven, innovative platform and a network of over 16,000 active agents. The company specializes in providing solutions that increase revenue and enhance customer service. You can read more about them here.

LiveOps is concentrating on expanding into new markets while maintaining our high service level with current clients.

 

The LiveOps Platform was built with IP communication technologies blended with classic Web technologies, which gives us more flexibility for performance-based routing, enables 100% call recording, and is more cost-effective than traditional contact center systems.

 

SIP allows for newer systems management techniques to be applied to telephony operations problems, giving call center administrators direct control over more flexible and maneuverable systems. LiveOps is proud of our work as SIP telephony innovators.

 

The biggest request from LiveOps customers is to handle specialized call types, including highly secure insurance and financial call and customer service calls.

 

We’re constantly innovating our platform, and working to keep ahead of any security issues. Our world-class agent services and development teams are revamping traditional agent training classes to instead offer agents more effective online certification programs.

 

More and more people are seeing the value of both IP-based contact centers and home-based agents. LiveOps is at the center of both trends, and we expect to be the market leader in remote workforces as more companies adopt these technologies.

 

LiveOps will explain the benefits of IP-based contact centers, and will show why companies not using IP technologies may get left behind the rest of the market.

 

As both the only IP-contact center provider who built their system from ground-up specifically for distributed workers, and as the largest solely home agent service provider in the U.S., LiveOps offers a unique perspective. We are thought leaders in remote workforce administration, and the only company with both a deep technological understanding of IP contact centers and first-hand experience operating a home agent call center.

 

LiveOps is the leader in distributed call center technology and services, with over 16,000 active home based agents and the only fully integrated remote agent platform.

 

LiveOps believes that home-based agents will become the norm for U.S. call centers. Companies will realize that home agents perform better, the cost/benefits of home agents will become undeniable, and workers leave brick and mortar centers for the benefits of working from home.