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LiveOps Strengthens Contextual Routing Capabilities with UserEvents Acquisition

January 28, 2014

By Rajani Baburajan,
TMCnet Contributor

LiveOps (News - Alert), a provider of cloud contact center solutions, has announced its acquisition of UserEvents and its CxEngage contextual routing engine, designed to aggregate and process events on social, Web, mobile and voice channels in real time.

The core LiveOps Platform will now integrate CxEngage contextual routing capabilities and extend them to all LiveOps applications, including LiveOps Engage, LiveOps for Salesforce and custom applications built on top of LiveOps APIs.

By enabling contextual routing for intelligent customer engagement, LiveOps looks to solidify its multichannel routing capabilities. CxEngage makes customer data actionable in real time by picking up on patterns in behaviors and placing them in the context of the customer’s brand journey and offering up ways in which brands can proactively delight customers.

The solution allows users to detect patterns indicating positive or negative customer experience  via ultrafast in-memory processing. It aims to reduce customer effort and increase first contact Resolution, which are two key measures for improving customer experience and increasing customer loyalty.

Another effect of the UserEvents acquisition is the transfer of rich engineering talent to LiveOps. The UserEvents staff will join LiveOps immediately. The former UserEvents New Brunswick, Canada office will now serve as an additional LiveOps R&D facility designated for big data-driven technologies.

Marty Beard, chairman and CEO, LiveOps, said, “By incorporating real-time, contextual routing and proactive customer engagement into the LiveOps Platform we will provide a better experience across the entire customer journey.”

“Adding the CxEngage technology to LiveOps’ existing routing solution packs a powerful punch for brands looking to transform how they manage the entire customer journey to deliver smarter, better, faster customer engagement,” added Jeff Thompson (News - Alert), president and CEO, UserEvents.

The acquisition comes just after LiveOps’ announcement of $30 million in debt funding, as well as the formation of two separate LiveOps corporate entities. The two entities will focus on LiveOps’ growth in cloud contact center software and on-demand agent services. 

Edited by Blaise McNamee