[September 19, 2012]

Dreamforce 2012: LiveOps Says Social Customer Service Is Not a Choice - It's a Requirement

LiveOps (News - Alert), Inc., the global leader in cloud contact center and customer service solutions, urges social consumers to demand that the companies they do business with equip their customer service centers with channels to enable social and mobile customer service. LiveOps' statement is in support of this year's Dreamforce conference theme: "touch the social enterprise," adding that both the consumer and the enterprise contact center must have social and mobile channels to interact.

"LiveOps experienced double digit growth in the past year of the number of clients using social and mobile customer service channels on the LiveOps Platform. Many of those clients attribute the addition of social and mobile channels as transformational to their business. We are dedicated to helping companies successfully transition to the cloud and be the social customer service center their customers want and expect. Dreamforce is the perfect event to have these conversations," said Marty Beard, President and CEO, LiveOps. "As CRM, cloud contact center, social and mobile continue to converge, Dreamforce remains one of the best events on the planet to get immersed in the customer service technology for today, tomorrow and beyond."

LiveOps is exhibiting at Dreamforce, Booth #1321, from September 17 to September 21, where it is showcasing LiveOps Voice™, LiveOps Chat & Email™, LiveOps Social™ and LiveOps Platform™ including LiveOps solutions specifically designed for salesforce.com through Open CTI (News - Alert) integration.

Dreamforce attendees participating in the following sessions hosted by salesforce will see the LiveOps CTI integration for salesforce.com application in action: "Service Cloud: The Next Generation Multi-Channel Agent Console" and "Service Cloud: CTI in the Cloud - The New World of Cloud-based Technology." As reported by TMCnet, saleforce.com chose LiveOps Platform in 2009 for its own global network of contact centers that provide custmer service for Service Cloud.

LiveOps' Offerings for salesforce.com

LiveOps offers the most complete cloud contact center solutions that integrate seamlessly with salesforce.com:

LiveOps' Voice solution for Salesforce Sales Cloud or Service Cloud - This expanded LiveOps' Voice solution allows companies to manage their outbound dialing campaigns more intelligently while improving agent performance and customer experience. With automated preview and progressive dialers, LiveOps removes the manual aspects of outbound dialing so that agents can focus on delivering better results. For contact centers that have fluctuating inbound call volume, LiveOps fully supports blended inbound/outbound agents, allowing agents to take inbound calls during call spikes and make outbound calls at other times.

LiveOps CTI integration for salesforce.com - For companies that utilize Salesforce Sales Cloud or Service Cloud for both inbound and outbound campaigns, the LiveOps CTI integration for salesforce.com provides a smarter, more flexible outbound solution that leverages CTI and LiveOps Data Exchange with salesforce.com.

LiveOps Insight for salesforce.com - For more effective reporting and follow up activity, LiveOps also offers the ability for agents to categorize interactions with wrap-up codes directly within the salesforce customer record.

LiveOps on-demand outbound for salesforce.com - This functionality can be rapidly configured and deployed with flexibility across any or all agents, making it ideal for telemarketing, surveys, telesales or fundraising campaigns.

LiveOps' Speaking Sessions at Dreamforce

LiveOps will be hosting and participating in three Dreamforce speaking sessions:

1. Tuesday, September 18, beginning at 3:30 pm in the Expo Hall, Partner Theater 2, LiveOps CTO for Cloud Platform and Technology, Keith McFarlane presented "Enhancing Social CRM with Contact Center Technology."
2. Tuesday, September 18, beginning at 3:30 pm in Moscone West, 3020, a panel discussion offered by salesforce.com that includes LiveOps CMO, Ann Sung Ruckstuhl, as a panelist, discussed the topic "Focus on the Customer: The Colliding Worlds of the CMO & CIO."
3. Thursday, September 20, beginning at 10:30 am in the Marriott Marquee, Foothill G, Jeremiah Owyang, partner and analyst, Altimeter Group, will host the LiveOps' sponsored session, "Dynamic Customer Journey: A New Age of Customer Service" with LiveOps' clients Stefan Osthaus, VP of Worldwide Support and Customer Experience, Symantec (News - Alert), and Sarah Barrow, Head of Customer Services and Administration, Wokingham Borough Council, United Kingdom.

Taking place at San Francisco's Moscone Center, the event brings together the world's largest assembly of social enterprise innovators and strategists. The number of registered attendees for Dreamforce was recently reported to reach 86,000. For the fourth consecutive year, LiveOps is a gold sponsor of Dreamforce.

About LiveOps, Inc.

LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps' technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Santa Clara, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com

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