February 26, 2008

LiveOps Announces The Availability of Its Spring 08 On-Demand Call Center Platform

LiveOps Spring 08 Dramatically Expands Functionality and Virtual Call Center Capabilities

LiveOps, the virtual call center company, today announced the availability of the Spring 08 LiveOps On-Demand Call Center Platform.

The Spring 08 LiveOps On-Demand Call Center Platform provides significantly enhanced capabilities for call centers, including enhanced outbound dialing capability, improved call routing user interface for business users, CTI integration with external call delivery services, as well as integration with major call routing systems.

In addition, the outbound dialing capability has been significantly optimized for highly- scalable political outbound calls. The LiveOps Predictive Dialer optimizes automated outbound calls for highly distributed agents to handle large volumes of outbound calls.

LiveOps patent pending call routing application has enhanced its Results Based Routing™ with an interface that allows business users to create routing rules automatically with results measured directly from their CRM applications.

"LiveOps On-Demand Call Center Platform enables us to keep up with the ever changing nature of our business," said Billy West, Vice President of Technology and Telecom Operations at Working Solutions. "LiveOps’ web-based interface enables us to quickly change call routing scenarios and have real time visibility into the performance of our virtual agents." 

"We are excited to be at the forefront of developing leading edge technology that is fundamentally changing how call centers are managed. With quarterly enhancements of the LiveOps On-Demand Call Center Platform, we continue to bring innovation that delivers breakthrough results to our customers," said Maynard Webb, CEO of LiveOps.

CTI enhancements include data integration with external call delivery services. Data can now be transferred into the LiveOps On-Demand Call Center Platform and delivered to distributed agents in conjunction with calls – without requiring separate purchase of complex and costly CTI systems. Using Web Services, LiveOps integrates with other client systems while maintaining confidential data on the client’s systems to safeguard customer information.

LiveOps Spring 08 also includes a Web Services API (Application Programming Interface) layer that enables tighter integration with call routing solutions such as Genesys and Cisco. This allows the LiveOps platform to work seamlessly in a heterogeneous call center environment.

"Hosted and managed contact center services are among the fastest growing segments within the contact center technology market," said Daniel Hong, lead analyst for Customer Interaction Technologies at Datamonitor. "As we roll out the tape over the next several years, hosted and managed contact center services will continue to gain significant traction in the marketplace as businesses look to greater deployment flexibility, improved resource allocation and more economically palatable pricing."

About LiveOps, Inc. 

LiveOps, the virtual call center company, frees businesses from the constraints of traditional call center models. LiveOps provides the only complete solution with on-demand applications, home agents and proven best practices that deliver breakthrough results. LiveOps on-demand call center applications instantly provide an enterprise-scale virtual call center infrastructure, while its network of 20,000 home agents provide unmatched customer service. LiveOps' cost effective solutions provide greater flexibility, quality, scalability and control than traditional call center technology providers.