|[September 19, 2012]
Dreamforce 2012: LiveOps Says Social Customer Service Is Not a Choice - It's a Requirement
SAN FRANCISCO --(Business Wire)--
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)
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
LiveOps' Speaking Sessions at Dreamforce
LiveOps will be hosting and participating in three Dreamforce speaking
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
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."
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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