[August 28, 2012]

Eloqua Chooses LiveOps Platform to Enhance Customer Support and Experience

LiveOps (News - Alert), Inc., the global leader in cloud contact center and customer service solutions, today announced that Eloqua, the leading provider of on-demand Revenue Performance Management solutions, has chosen LiveOps Platform™ for its contact center. The LiveOps solution will enable Eloqua (News - Alert) to improve customer experience through personalized support while dramatically 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 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 (News - Alert). 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."

Migrating from their on-premise platform to LiveOps Platform will allow Eloqua to realize the benefits of the cloud without forgoing any significant investments in their telephony infrastructure. For companies like Eloqua who have an existing on-premise solution, LiveOps has simplified the cloud migration strategy. As a pure cloud provider, LiveOps does not require the purchase or installation of any additional hardware. And there are no requirements to install any software on the agent desktop. Unlike many providers who partner with IT during deployment and then engage with the contact center team post-deployment, LiveOps partners with the contact center team at the onset of the deployment. The need to involve IT in the deployment is minimized with LiveOps' cloud solution.

Post deployment, the Eloqua contact center team can continue to be IT independent. The highly intuitive and configurable user interface of LiveOps Platform empowers the contact center team to make their own changes to call flows and routing to design the ideal customer experience.

About LiveOps, Inc.

LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec (News - Alert), 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

[ Back To TMCnet.com's Homepage ]