LiveOps Cloud Debuts Enterprise Class Contact Center as a Service

Next-Generation CxEngage Platform Offers Unprecedented Scalability, Flexibility and Insights to Drastically Simplify Customer Experience Management Worldwide

Organisations worldwide, up to and including the Global 500, have invested millions in their contact centres over the last decade. Yet, most are still under-served by technology that simply does not have the scale, reach or integration needed to keep pace with the demand for an always-on customer response. To address that problem, LiveOps Cloud has developed a completely new Contact Centre as a Service (CCaaS) platform, CxEngage, that offers the reliability and scalability global organisations need to deliver exceptional customer service experiences anywhere. Building on its early innovations in the cloud contact centre and leveraging its heritage in customer experience, LiveOps Cloud designed CxEngage to simplify the contact centre, while at the same time providing valuable insight and context required to deliver an immediate impact to customer support.

“With CxEngage, organisations can focus precious resources on their customers rather than maintaining the infrastructure, which directly improves a company’s bottom-line,” said Jon Brinton, executive vice president and general manager, Mitel Cloud Services. “CxEngage complements our existing portfolio by delivering an enterprise-class, cloud-enabled, omnichannel contact center solution that keeps pace with the digitization customers now demand in their service needs.”

With more than 16 years of history and experience delivering contact centre solutions to the world’s largest organisations, LiveOps Cloud is uniquely qualified to deliver a comprehensive CCaaS suite that meets the most stringent availability, scalability and performance requirements. Built from the ground up, CxEngage delivers an open framework for unmatched integration with standard APIs for greater flexibility and visibility at every level of the organisation. CxEngage acts as a single pane of glass from which agents can make more informed customer service decisions and integrates with a broad set of applications such as customer relationship management (CRM), workforce management (WFM), and business intelligence (BI) to perpetually improve service delivery. As an example, a critical integration included with this release is LiveOps Cloud for Zendesk, which tightly weaves the functionality of both applications to improve the responsiveness, efficiency and management of the customer experience coupled with real business value.

“Because voice is often used to handle escalated customer support cases, it’s crucial to get as much context and history in the hands of agents as possible,” said John Sampson, director of partner marketing at Zendesk. “Integrating with LiveOps Cloud allows us to do just that. When coupled together, cloud CRM and contact centre technologies offer data-driven insights for the business to improve the customer experience, and empower agents with the knowledge needed to personalize the interaction with every single customer – ultimately improving the bottom-line.”

Run on Amazon Web Services, Inc. (AWS), CxEngage is a true cloud, multi-tenant solution. With more than 17,000 users already on CxEngage, organisations are seeing immediate value through services that support agents across the globe while allowing management and supervision as if they are located in the same room. Additionally, features in CxEngage are designed to offer enterprises of any size:

Effortless Administration. Allows organisations to quickly build tenants and interaction flows without IT involvement. Eliminating the need for complex programming, organisations can reduce contact centre deployment from days to minutes.
Informed Performance. Empowers the business through custom dashboards and reports to ensure actions are based on relevant, actionable data including historical statistics, KPIs and analytics.

Simplified Agent Experience. Permits data exchange with CRM and other back-end systems to provide agents insight into a variety of customer services instances like customer segment and open cases, which ultimately helps improve agent productivity.

Data Sovereignty. Supports local presence across the globe to meet Safe Harbor and data privacy requirements through one, single cloud contact solution managed on the back-end.

“The AWS Cloud allows innovative companies like LiveOps Cloud to focus on what really differentiates their business and transform their customer experience,” said Matt Wood, General Manager, Product Strategy at Amazon Web Services, Inc. “By running CxEngage on AWS, LiveOps Cloud can keep adding value for their customers without having to worry about the underlying technology infrastructure, and we’re excited to see what innovation they continue to drive in customer service.”

“This is an epic moment for the contact centre market and our company and represents a significant market shift as to how the contact centre will be procured and delivered in the future,” said Vasili Triant, chief executive officer at LiveOps Cloud. “Our market is at a crossroads as the C-level is beginning to recognise the contact centre is no longer simply a utility but rather a necessity to customer and revenue retention. With a true cloud solution, everyone from small shops to global enterprises can now have a contact centre that is always on and offers instant scalability to match demand. Our team has spent years designing and building CxEngage in a way that empowers the customer, the agent and, ultimately, the business – to deliver an enterprise-class solution, no matter your size.”

LiveOps Cloud is committed to driving innovation around the contact centre in the cloud. After investment from Marlin Equity in November 2015, LiveOps Cloud became an independent CCaaS company solely focused on the development of enterprise cloud solutions for the global contact centre market. LiveOps Cloud’s success is built on the company’s understanding that customer service isn’t just one of a brand’s primary differentiators, it’s the only one that matters.