Cloud Contact Center solutions provider LiveOps (News - Alert) has announced the immediate availability of LiveOps Visual and LiveOps Visual Advantage, powered by Glance Networks, a provider of visual engagement solutions. As LiveOps notes, LiveOps Visual, a standalone co-browsing and screen-sharing solution, and the new LiveOps Visual Advantage, integrated with the Salesforce desktop, blend visual engagement with voice, chat and mobile capabilities for a true multichannel customer experience.
In short, this is omni-channel customer engagement designed to help contact center agents speed customer issue resolution by leveraging LiveOps ability to use much deeper context-driven engagement to give the right people the right tools at the right time (aka in real-time) to provide a unique and effective and efficient environment to delight customers the first time they interact as well as for as long as their journey to resolution may entail.
“With the introduction of these two new solutions, we are continuing to bring innovative customer interaction tools to the contact center,” said Vasili Triant, CEO at LiveOps. “When a customer experiences an online problem, they can become frustrated at having to explain what they see on their screen to an agent. In turn, agents become frustrated trying to walk the customer through an online process without a visual aid. With LiveOps Visual and LiveOps Visual Advantage, an agent can see exactly what the customer sees, making interactions smoother, more personal and ultimately more satisfying.”
Visualization is key
Here is how it works. With LiveOps Visual’s co-browsing and screen-sharing capabilities, frontline personnel (sales and service agents) can assist customers by seeing and accessing what the customer is experiencing. Because of the multi-channel visibility, those frontline people can seamlessly switch between services. Plus, every interaction is handled through secure, scalable infrastructure with sensitive information hidden from view.
In addition, analytics are an important part of the offerings. Having omni-channel visibility means enterprises can understand what channels and actions yield the best outcomes. This means organizations have actionable insights about customer behavior and satisfaction that can be used to improve the way their people interact and their processes perform. The result, according to LiveOps, is that contact center managers can review interactions and solve problems quickly to keep customer satisfaction scores high.
The integration of LiveOps Visual Advantage with salesforce.com, is also going to prove attractive to salesforce.com users. Sales and support people will be able to launch collaborative sessions utilizing screen sharing or co-browsing directly from any salesforce.com lead, account, opportunity, contact, case or campaign object. And, the engagement data will be automatically stored and sent to salesforce.com for analysis, allowing real-time, accurate analysis of each customer interaction and the impact on a brand’s business.
“We provide our clients and partners with a distinct competitive advantage by delivering compelling collaborative experiences online. Our APIs make it very simple to integrate co-browsing and screen sharing into any sales or service interaction, delivering effortless and far more productive experiences,” said Tom Martin, CEO at Glance. “We’re thrilled to be able to offer our visual engagement solutions via LiveOps Visual and LiveOps Visual Advantage!”
LiveOps Visual can be used in conjunction with any LiveOps products. LiveOps Visual Advantage is available through the Salesforce AppExchange. Both LiveOps Visual and LiveOps Visual Advantage are available immediately.
The LiveOps solutions are standards-based including being WebRTC-enabled. The cloud-based solution scales well making it attractive for organizations of any size. In fact, it is used to manage the operations for the largest U.S.-based cloud contact center of 20,000 home-based, independent agents.
Market realities today are pointing to the fact that if your contact center is not omni-channel/multi-channel with the visibility, analytics and controls that are needed to fully and properly engage customers in real-time your organization runs the risk of being placed at a competitive disadvantage. Indeed, that visualization to both enhance real-time interactions as well as a tool to be more proactive in a world of dynamic changes clearly is becoming a key ingredient for creating sustainable competitive advantage.
Edited by Maurice Nagle