Eloqua Selects LiveOps Platform
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.
According to a release, the LiveOps solution will enable Eloqua to improve customer experience through personalized support while increasing contact center operation efficiency.
"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."
Eloqua said it 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 premium support, 24/7 to customers located around the world. LiveOps' highly scalable true 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, their analytics and reporting applications, was also a big factor in Eloqua's decision. He is looking forward to having information on a per call basis that includes a very granular view into both the agent's performance as well as individual customer's experience via LiveOps Call Visualizer and Call Interaction reports. With such complete detail available, Eloqua will be able to derive actionable insights into how to better serve their customers.
"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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