Merger boosts cloud solution

LiveOps has acquired UserEvents to bring real-time, contextual routing to their cloud solution.

The acquisition of the Canadian technology company UserEvents, and specifically their CxEngage ‘contextual routing’ technology, will allow LiveOps to expand their “customer experience management” solutions: the technology could allow brands to conduct something they are calling “intelligent customer engagement”.

The technology could also allow brands to take real-time decisions using ‘big data’: to mash together past and current interaction patterns and to interpret that information to decide how best to interact to engage customers.

CxEngage helps to solve the problem of unlocking the business value within ‘big data’. It collects and processes large volumes of data called ‘events’. Events can come from any source – social media, mobile, web, call centre, CRM and the myriad of applications supporting customer-facing processes. Once collected, it finds patterns of interest and gives the contact centre the ability to react on those patterns in real time by intervening via the most appropriate channel, e.g. where the pattern suggests a disappointing or frustrating experience, or to affirm a positive experience.

Visit the CxEngage website to find out more.