No Plug-In Required

Intuitive Solutions has deployed a LiveOps WebRTC Solution, which operates without physical telephony infrastructure.

The solution transforms a browser into a full-featured agent desktop with full phone functionalities, without the need for plug-ins or physical telephony infrastructure.

It has helped Intuitive Solutions eliminate the need to build additional brick-and-mortar call centres that used to be required to handle call volume bursts.

“The ability to expand our contact centre with at-home agents has been a big win for us in terms of adding additional, on-demand capacity for seasonal business and spikes in customer service requests,” said Tory Rutledge, COO at Intuitive Solutions. “LiveOps WebRTC Solution enabled us to eliminate not just contact centre infrastructure but also the complex and expensive telephony systems. This solution creates a cost-savings opportunity for us and our at-home agents, which we are able to pass on to our customers.”

WebRTC technology enables agents to log in to their computer at home or at the contact centre and start taking calls without requiring PBX, phone lines and additional equipment. Inbound and outbound calls are routed directly via a web browser, replacing the need for datacentres, telephone systems, PCs and desktop phones.

The cloud solution provides Intuitive Solutions with customer interactions capabilities, such as skill-based multichannel routing; business insight, including real-time and historical reporting; web-based administrative Graphical User Interface (GUI); and integration to world-class Workforce Management software.

It also allows the company to optimise its operational efficiencies by reducing staff costs while enhancing agent productivity, providing good service to their customers and their customers customers in the US.

“LiveOps is spearheading a fundamental change to the contact centre that includes replacing hardware with cloud-based technologies, such as WebRTC, which helps brands like Intuitive Solutions become more agile and more flexible while reducing costs,” said Vasili Triant, CEO at LiveOps. “By bringing the phone into the browser, together, we are pioneering the way for the software-driven enterprise.”

For more information about LiveOps, visit their website.