Eloqua Selects LiveOps Platform for Customer Support
Aug 31, 2012 (Close-Up Media via COMTEX) --
LiveOps, Inc., a provider of cloud contact center and customer service solutions, announced that Eloqua, a provider of on-demand Revenue Performance Management solutions, has chosen LiveOps Platform for its contact center.
"We wanted an advanced cloud customer interaction management solution, not just another call center product. Our legacy on-premise call center simply can't keep pace with our fast growing and geographically expanding contact centers and agent workforce," said Ralf Riekers, Eloqua Global Support. "LiveOps sets the standard for cloud contact center scalability, reliability and CRM integration. We look forward to leveraging LiveOps to deliver first rate customer service."
According to a release, Eloqua will initially use LiveOps Platform to provide technical support for its standard support customers. The majority of these contact center agents are based in Toronto. The second phase of the implementation will be rolled out to agents based in Toronto, London and Singapore who deliver support 24/7 to customers located around the world. LiveOps' cloud solution enables Eloqua to operate and manage multiple dispersed contact centers including home-based agents as a single center.
Riekers added that LiveOps Insight, its analytics and reporting applications, was also a factor in Eloqua's decision.
"Eloqua works with organizations daily to help drive customer acquisition. They understand the value of having a flexible platform that enables the ability to control and modify the quality of the customer experience," said Vasili Triant, SVP, Worldwide Cloud Application Sales, LiveOps. "Eloqua is future-proofing its customer service and support with LiveOps. Unlike its competitors, social is inherent with LiveOps meaning Eloqua can interact with customers on Twitter and Facebook. The channels are already on the platform and no third-party integrations are needed. As Eloqua's needs evolve, the flexibility of the cloud allows LiveOps to evolve with them. This is a long term relationship we're building and we're excited to add them to our client roster."
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