Boundless Upgrades its Contact Centre with LiveOps Cloud

Boundless Upgrades from On-Premises Solution to Reliable Cloud-Based Multichannel Platform for Superior Member Services

LiveOps Cloud, announced that Boundless, formerly CSMA Club, has been able to deliver fantastic benefits to its more than a quarter million members – mostly current and former civil servants and their families – throughout the U.K. by upgrading to LiveOps Cloud. Since moving its contact center to the cloud, Boundless has been able to create the blended environment it needed to permit any member of the contact center team to seamlessly make or take a call, respond to an email or help a member via live chat. That means they are able to better manage the volume of contacts, meaningfully engage with members on the interaction channel they choose and reinforce member loyalty.

Boundless prides itself on delivering excellent customer service but the 90-year old member-run business’ legacy, on-premises contact center solution had become outdated and was no longer meeting their high standards. It needed a solution that would empower agents to anticipate customer needs and be proactive in resolving customer issues. Boundless undertook a competitive evaluation and chose the LiveOps Cloud multichannel contact center platform to transport its contact center into the 21st century.

“One of the best things about LiveOps Cloud is that they genuinely care and want to get problems solved,” said Nicholas Palmer, Head of Member Services at Boundless. “Their willingness to say ‘yes, let’s figure out a solution’ makes them unique amongst vendors I’ve worked with. Their technology combined with a ‘do what’s best for the customer’ attitude has allowed us to offer an unexpected level of service that we didn’t receive from our previous vendor. We are very pleased with LiveOps Cloud and look forward to adding new capabilities as our members request them.”

LiveOps Cloud has made it easy for Boundless to streamline and improve the customer experience, including routing calls to the appropriate person the first time and maximizing opportunities to keep members updated. In addition, the cloud solution gives Boundless’ Member Services team the power to manage the system through their desktops without help from IT, which improves accessibility and control and allows future changes to be made quickly.

LiveOps Cloud welcomed feedback from Boundless every step of the way and worked closely with Palmer, the Member Services team and LiveOps channel partner Unify Communications to make changes. These changes included customizing a callback feature, which allows members to enter their international phone number and request a call back if wait times are longer than a few minutes. This feature is now an integrated part of the system and the platform is truly tailored to meet Boundless’ needs.

“Like many organizations, Boundless’ customer service had been constrained by old technology platforms,” said Russell Attwood, director of Unify Communications. “By combining a cloud-based multichannel contact center solution from LiveOps Cloud with the Gamma Horizon hosted telephony service for back office users, we were able to fulfill the vision for customer service transformation for Boundless clients.”

“Boundless is the kind of customer I love working with,” said Vasili Triant, CEO of LiveOps Cloud. “They know what they want and need to provide customer service to their standards, and they view us as a partner in that process. The history of our relationship shows we don’t just talk about putting customers first—we walk the walk. Listening to customers and acting on their feedback is one of our core values. We look forward to continuing our partnership with Boundless as our companies evolve.”

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