LiveOps Spring 09 On-Demand Platform Features Chat, E-Mail, Surveys

In this economic climate it is all about the productivity. To that end, the Spring 09 edition of LiveOps’ LiveOps (News - Alert) On-Demand Contact Center Platform promises to dramatically enhance just that across the enterprise contact center operations. It includes five key features focused on empowerment and productivity:

 

*          Multi-Channel Interaction

 

The Spring’09 platform now offers new Web chat and e-mail capabilities that enable enterprises to efficiently deliver service to their customers in the mode of their choice and ensure that high service levels are consistently maintained across all interactions. Web chat and e-mail are becoming very popular as interaction channels, especially via smartphones with access to increasingly mobile-friendly sites.

 

The chat and e-mail features also permits businesses to become more proactive in their interactions with customers. Web chat includes functionality that automatically identifies customers with the most potential to buy. They can then get customized chat invites from companies based on rules created by business users.   Contact center agents can also assist customers in completing online transactions, information queries or other Web-based experiences via chat.

 

*          Customer Feedback Optimization Surveys

The LiveOps Spring 09 On-Demand Contact Center Platform provides business users the tools to build post-call survey capabilities that help drive improved agent performance by incorporating results into agent performance metrics. The surveys provide in-depth historical reporting on all survey results and real-time alerts to trigger “save the customer” actions.

*          Improved Visibility and Control

 

LiveOps Spring 09 features an enhanced user interface that provides contact center administrators a personalized dashboard with real-time performance data and a widget-oriented side-bar with quick-links to reports, user guides and search.

 

*          Enhanced Agent Interface
LiveOps Spring 09 provides agents with an enhanced interface designed to improve agent efficiency and quality for all customer interactions. The intuitive and simple-to-use interface provides agents with quicker access to metrics and statistics and can be easily integrated with third-party applications or desktops

 

*          Enhanced Enterprise Contact Center Integrations

 

The new LiveOps platform may be integrated into existing legacy contact center infrastructure as well as VXML-based IVR environments.

 

Each new edition by LiveOps underscores the value of cloud computing for the contact center by buying only what is needed, getting it in a timely manner, and not having to pay server resources to house the applications, all of which contributes to higher productivity. With LiveOps, customers are no longer left in limbo waiting for the next version of the software and the costly upgrades required. As new features become available all customers are instantly upgraded with no complicated integrations or additional expenses. 

 

“The Spring 09 edition marks a key milestone in delivering LiveOps’ vision for the contact center in the cloud,” says Wes Hayden (News - Alert), president of LiveOps. “LiveOps enables enterprise customers to optimize their customer service environments, while decreasing upfront costs and improving productivity.  Because it is delivered as a service on a pay-as-you-go model, customers aren’t constrained by large up-front capital expenditures that are required with premise-based solutions.”