[April 15, 2013]

Daxko Chooses LiveOps Platform with Salesforce Integration

LiveOps (News - Alert), Inc., the global leader in cloud contact center and customer service solutions, today announced that Daxko, a provider of software and services to mission-based organizations, has migrated their inbound customer support team to LiveOps Platform. A tight integration with Salesforce, and a commitment to business continuity and disaster preparedness positioned LiveOps well above the competition.

A Birmingham, Alabama-based company, Daxko provides services and software to member-focused organizations, such as YMCAs, to help them more deeply engage their members and accelerate their community impact. Like many companies, Daxko's support services team members are the main source of customer interactions. The consistent availability, reliability and overall functionality of the support services technology are vital to the company's success.

"When we originally moved our contact center to the cloud a few years ago, it was primarily for cost effectiveness and for our own disaster preparedness planning. After experiencing some serious storms, it was imperative for us to allow team members to work from any location when needed and remove any technology investments and associated risks from our own physical location. Moving to the cloud was the answer," explained Matt Poplinski, Support Services Director, Daxko. "Then we learned that not all cloud providers are alike when it comes to Salesforce integration, business continuity, and delivering consistent call quality. Since moving to LiveOps true cloud, we immediately noticed a significant difference on all fronts."

LiveOps' tight integration with Salesforce is instrumental to Daxko's inbound support team's success. With the previous provider's lack of Salesforce integration, agents were unable to identify existing customers when they were dialing in for assistance. Forced to do manual searches in Salesforce with every incoming call, both the agents and the customers were consistently frustrated with how long it took to resolve issues. Today, Daxko has LiveOps CTI (News - Alert) integration for Salesforce that allows agents to know who they are talking to and see the customer's history with the company. Daxko also is leveraging LiveOps Insight for Salesforce that gives supervisors more effective reporting than they had in the past.

Business continuity is a mainstay for any contact center, but for Daxko it was prving to be a daily challenge with its previous provider. Call quality suffered regularly and system reliability was highly questionable, creating frustration and concern for customers, prospects, agents and management. Geographically located in an area prone to heavy storm activity, business continuity concerns were heightened for six months every year during the Atlantic hurricane season that begins June 1 and lasts until November 30. And during the winter, the area where Daxko is located can experience at least one snow and ice storm that causes power outages.

For 10+ years LiveOps has been committed to business continuity and disaster preparedness. LiveOps' redundant failover and highly available cloud architecture enable it to quickly redirect traffic across all channels, including social and mobile, away from a storm's reach to a different data center, with zero to extremely minimal impact on any customers. For Daxko, this means that during an approaching storm, they can follow their disaster preparedness plan. They can intelligently re-route calls to agents' homes or cell phones and never worry about service interruption.

LiveOps' unparalleled commitment to disaster preparedness often sets it apart from competitors. LiveOps' NOC (News - Alert) is a 24x7x365 operation that manages data traffic across multiple data centers. The data centers have built-in redundancy and automated failover to further ensure customer's business-critical data and customer service operations are always available. Unlike competitors' data centers, LiveOps was able to prevent outages, didn't receive any significant outage reports, notices of service interruptions, or complaints from customers as a result of Super Storm Sandy.

"Daxko is a great addition to LiveOps customer roster. An early adopter of cloud technology for the support services team, they value all that cloud has to offer-from the ease of routing calls to anywhere the team member is, to cost efficiencies, to business continuity enablement. It's very well-run team that simply needed some fine-tuning on the technology front," said Vasili Triant, SVP, Cloud Application Sales, LiveOps. "Now with LiveOps, their cloud contact center lives up to the high quality standards they expect. This is the beginning of a great relationship."

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 (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 Redwood City, California with European regional headquarters in London, UK, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com

About Daxko

Daxko provides the software and services member-based organizations need to gain a better understanding of their constituents, and therefore deepen connections with their communities. Doing this helps our customers operate more efficiently, grow healthier organizations, and serve their communities more effectively. Daxko, headquartered in Birmingham, Ala., now employs more than 250 team members. To learn more, visit daxko.com.

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