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LiveOps' "Power to Delight" Advertising Campaign Kicks Off

By Madhubanti Rudra, TMCnet Contributor
July 10, 2013


3rd Party Remote Call Monitoring Channel LiveOps’ (News - Alert) “Power to Delight” Print, Online and Outdoor Advertising Campaign Kicks Off 

LiveOps, a provider of cloud contact center and customer service solutions, has launched an integrated national advertising campaign. Starting this week in North America, the campaign will run through the end of the year.

Entitled, “Power to Delight”, the campaign builds on the success of LiveOps Engage, the single, integrated, multichannel agent desktop launched in January this year.  The company reportedly experienced a significant jump in the customer acquisition rate after the launch of this multi-channel customer engagement application. According to the company, this is a clear indication of the contact center industry’s decisive shift toward cloud, social and multichannel contact center technology. As a cloud-based contact center technology expert, LiveOps seeks to capitalize on the trend by communicating the advantage of its cloud based contact center solution to the marketers and customer service professionals.

Thus, the campaign, which includes a series of online, print and outdoor advertising, implores customer service, sales and marketing leaders to “give your contact center agents the power to delight.” The campaign is designed to show how agents can take the advantage of LiveOps Engage to seamlessly interact with today’s tech-savvy consumers across multiple channels, including voice, email, chat, social media and SMS.

The campaign highlights five main areas of customer interactions:

  1. Super Agents, empowered with 360-dgree view of customer contact information and interaction history across channels
  2. Channel Pivot, to enable agents to float across channels without having to switch applications or interrupt conversation flow
  3. Enhanced, faster, better customer experience, where customers receive high quality service without having to repeat themselves and engage with different agents
  4. Technology to improve customer experience, agent productivity and contact center effectiveness via the cloud, modern web applications, CRM integration and open API
  5. Ensuring agent happiness, which depends on their ability to perform their jobs well, which in turn drives agent productivity, retention and ultimately customer experience

In addition to highlighting business benefits, LiveOps’ “Power to Delight” advertising campaign promotes the fun and emotional aspects of being a super agent.

The campaign also highlights LiveOps Customer Success Formula: Better Agent Experience equals Better Customer Experience, which equals Better Customer Lifetime Value, or BAX = BCX = BCLTV. The company reportedly derived this formula from a collection of data resulting from a combination of consumer surveys and contact center surveys conducted with Harris Interactive (News - Alert) and Dr. Natalie Petouhoff.

“The dissonance between customer needs and brands’ ability to deliver multichannel customer service is palpable. Eighty-nine percent of consumers believe it is important to be able to communicate with companies on any channel, including social media, and still receive the same quality and efficiency of response. It is incumbent upon brands to empower their agents with the right multichannel applications to respond. With LiveOps Engage, agents are empowered to seamlessly interact with today’s tech-savvy consumers across voice, email, chat, social media and SMS,” SVP and CMO of LiveOps Ann Sung Ruckstuhl explained in the statement.

Edited by Blaise McNamee


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