Marlin Equity Partners to Acquire LiveOps Cloud Platform Business

LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform.

Venture capital firm Presidio Partners, an existing investor in LiveOps, participated in the acquisition alongside Marlin. Current LiveOps CEO, Vasili Triant, will remain at the helm of the newly acquired SaaS-based company, which will continue to operate as an independent entity focused on the ongoing development and innovation of its cloud contact center platform.

The LiveOps Agent Services business, formally split from LiveOps, Inc. in 2014, will continue to be a separate organization led by current General Manager of Agent Services, Greg Hanover. It has not been acquired as part of the agreement with Marlin, and will remain an active LiveOps Cloud Platform customer.

The award-winning LiveOps Cloud Platform has seen 84 percent growth in the last two years. The platform is a pure cloud offering that allows businesses of all sizes to rapidly deploy an instantly scalable, true multi-tenant contact center solution for unmatched quality of service, flexibility and business results. LiveOps Cloud Platform’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.

Vasili Triant commented, “LiveOps has undergone a significant business transformation in the last few years that has seen us gain strong market share in both our contact center and agent businesses.

We’ve built a strong software platform based on our 14 years of experience, taking the lessons learned from our contact center agents, and the brands that employ them, to create the most comprehensive cloud contact center offering on the market today. Marlin shares our vision of creating outstanding experiences for brands and their customers via cloud-based services and we’re excited to take the next step in our evolution with them as our partner.

We believe that this acquisition positions both LiveOps businesses to refine and focus on their individual strategic objectives to accelerate growth. LiveOps has undergone a significant business transformation in the last few years that has seen us gain strong market share in both our contact center and agent businesses. 

We’ve built a strong software platform based on our 14 years of experience, taking the lessons learned from our contact center agents, and the brands that employ them, to create the most comprehensive cloud contact center offering on the market today. Marlin shares our vision of creating outstanding experiences for brands and their customers via cloud-based services and we’re excited to take the next step in our evolution with them as our partner. We believe that this acquisition positions both LiveOps businesses to refine and focus on their individual strategic objectives to accelerate growth.

@DrNatalie, VP and Principal Analyst, Covering Customer Service and Experience

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CEO’s Mandate: Make Customer Service / Customer Experience Top Priority

CEO’s Must Make Customer Experience the Number One Top Priority

The bottom-line? You know me. I get to it real quick. When you empower your customer service agents, you have the opportunity to delight your customers. Technology is key, but it actually takes more than technology to make that happen. It takes planning, people, process, strategy, and then understanding how the technology affects both the person giving service (customer service agent) as well as the person getting service (the customer.)

And with all these new technological innovations that are evolving, it is still critical to deliver great customer service. However, the bottle neck in most organizations is often the CEO-level, who may be operating under an old paradigm that customer service is a cost center. I’ve written dozens, upon dozens of ROI models for customer service, customer experience –traditional along with social and yet that message may still not have gotten to the CEO. Marketing and PR can acquire a ton of customers, but the question is, “Will they stay loyal?”

Who Cares About Customer Service / Customer Experience? Your CEO Should!

The issue with not understanding that Customer Service affects every aspect of the business – marketing, PR, sales, manufacturing, advertising, innovation, etc… is that customers are voting with their mouse and their feet. Whether it’s a brick and mortar store or an online presence, customers are sick and tired of bad service. And when it happens, while they know the devil they don’t know may be worse, they often want to make a point and switch to another company.  The question to ask yourself is, “Can you withstand to loose 20, 30, 40, 50% of your customers of the next few years?” If not, then the challenge is making sure that CEOs and CFOs as well as CTO / CIOs really understand the integral part Customer Service interactions and customer / company dynamics make to the bottom-line.

With many applications going to the cloud, it makes sense that having the contact center in the cloud companies can deliver excellent customer experiences. Some of the latest news that has unfolded is the integration of LiveOps’s CTI with Microsoft Dynamics CRM Unified Service Desk, which was released in the Spring of 2014.

This means that organizations will have a leading, multichannel cloud contact center solution that embodies the shared vision by both companies, i.e., to connect brands with customers via innovative technology and channels to deliver amazing customer experiences.

With most customers wanting to be able to interact with brands on any channel and receive the same level of quality of the interaction, Microsoft Dynamics CRM Unified Service Desk provides a unified experience for agents so that they can deliver efficient and effective interactions across all channels. So where does LiveOps come into the picture? The Unified Service Desk serves as a solid platform for vendors like LiveOps to showcase their customer service solutions.

In this release, LiveOps will offer voice and web chat capabilities to complement the advanced, multichannel, social cloud contact center capabilities delivered by Microsoft Dynamics CRM Unified Service Desk. This CTI integration with Microsoft Dynamics CRM further enhances the solution’s customer service capabilities by giving agents access to integrated contact center applications, as well as empowers managers to monitor and optimize inbound and outbound customer interactions to improve key metrics for customer satisfaction and agent productivity. The whole point of the solution is to provide a complete, integrated contact center solution that enables agents to manage every customer interaction for faster and better resolution.

Managing Every Customer Interaction and Provide A Great Resolution For the Customer And the Company

How can agents manage every customer interaction and still keep the interaction fast and provide a positive resolution for both the customer and the company? Brands have to look at the whole technology landscape and decide which products allows their business to make changes quickly while remaining flexible in an ever changing environment. That means that brands need technology that can connect with customers across traditional and mobile voice channels. Features like screen pop (customer information popping up on the agent desktop when the customer interacts with the brand), an embedded phone and chat panel, on-screen click-to-dial, integrated call recording and multichannel routing—all allow brands to more easily connect with customers across traditional and mobile voice channels.

One of the reasons features like screen pop, while it seems simple enough, are so important is that it enables agents are able to deliver personalized customer experiences and first contact resolution, while increasing productivity, reducing costs and maximizing customer relationship management (CRM) investments. What this means in common language is – true screen pop – is when you put your information into the IVR, all those numbers and information you provided at the beginning of the call ends up on the agent’s desktop. But you know often the agents asks you to repeat all that. And you are thinking, “Really?” That’s when you know they don’t have truly integrated CTI (computer telephony integration – i.e., the computer and the phone is integrated together…)

Here’s Some Quotes from the Microsoft Dynamics CRM Executives

Jujhar Singh, General Manager of Program Management at Microsoft Dynamics CRM said, “The majority of customers want to be able to interact with a brand on any channel and have the service quality remain consistent.” Microsoft Dynamics CRM Unified Service Desk is designed to provide an experience for the agent, which in turn directly affects the customer’s experience and their perception of the brand.

So if you want to learn more about the partnership between LiveOps for Microsoft Dynamics, check out this link: http://www.liveops.com/liveops-for-microsoft-dynamics.

And if you want to gain more customers and/or keep at least the ones you have, then its time to really reconsider how your company approaches Customer Experience and Customer Service. And that’s how I see it.

@drnatalie

How to work with Dr. Natalie  VP & Principal Analyst | Constellation Research, Inc

Dr. Natalie: voted Top 20 In Social Media HuffPo
Twitter: @drnatalie  Skype: drnatalie007 | LinkedIn | Google+
Catch my latest:

• Thoughts at www.DrNatalieNews.com 

• Upcoming book series: “7 Steps To Digital Customer Experience Mastery” (working title)

• My Book: Like My Stuff: Tactics to Monetizing Facebook Engagement and

•  3rd Most Download ebook: Myths, Truths of Social Media ROI
SAVE THE DATE!
Constellation’s 4th Annual Connected Enterprise 
The Executive Innovation Conference | October 29th-31st

Half Moon Bay, CA | Ritz Carlton

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How Technology Affect an Agent’s Ability to Deliver Customer Experiences and The Affect on Increasing Revenue and Decreasing Costs

We conducted a study to determine the affect of technology on Customer Service Agent’s ability to deliver great customer experiences, increase revenue, decrease customer churn, agent attrition and contact center and call center costs, especially the cost of doing social media  Customer Service without a specific technology platform that allows all interactions- Facebook, Twitter, calls, chats, emails, etc.. to be delivered to the desktop and the context of the interaction to be maintained even if the customer uses another interaction action channel.

This study includes three case studies in which we measured the time it took the agents to deliver customer service through email, chat, phone, social media channels. We compared that to using a system that would provide a systematic way to pivot real-time between channels, reducing the cost to serve the customer and at the same time reducing the customer churn, especially where social media can drive negative word of mouth.

While not all customers post in social media and complain, many more customers are reading what customers are posting and not even bothering to buy from that company. The ratio for most customer bases for social media interaction follow the 1-9-90 rule. 1% of the customers post; 9% respond to those customers that post and 90% read the posts from the 10%. This ratio varies from vertical industry and whether its is a B2C or B2B company. However, the point is that the social customer service should not be underestimated just because all customers are not posting in social media. The important take-a-way is that word of mouth, whether its positive or negative, does influence large percentage of your customers.

Below is one of the two presentation I gave at the http://www.contactcenter2013.com/ in Arizona –

How Technology Affects Agent Performance and the Bottom-Line by @DrNatalie Petouhoff_Contact Center

And the 3 white papers with the results of the study on how technology affects agent productivity and the bottom-line:

DrNatalie Study on Agent Productivity and Social Media and Traditional Customer Service_Case Study 1

The Affect of the Customer Service Agent on the Bottom-line Research #2

The Affect of the Customer Service Agent on the Bottom-line Research #3

Below is the 2nd of the two presentation I gave at the http://www.contactcenter2013.com/ in Arizona –

7 Steps to Customer Experience And Contact Center Excellence @DrNatalie

If you would like to know more about how to add social media to your contact center, benchmark your current center and understand where you are with respect to best practices, please reach out to us!

 

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Dr Natalie Petouhoff – List of Publications, Books, Research, White Papers, ebooks,

Publications, Books, Articles and Research Of Dr. Natalie Petouhoff. I was recently asked to create a list of all the things I’ve written… I not sure I have them all… but here’s a list of white papers, chapter in books, books I’ve authored, books I have ghost written, etc…  over the last ten years or more… Hope you find something that gives you some braincandy or a new way to approach your business.

@drnatalie

2013

 

2012

 

2011

2010

2009-2001

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Multi-Channel Desktop Customer Service Agent Experience: How it Affects the Bottomline

Multi-channel Customer Service is not new. Customers have been accessing companies through many channels for years… email, phone, chat… but now with social media the ability to find those social interactions and bring them back into the contact center just like a call or email has escaped many people This research was conducted by visiting 3 different types of contact centers and studying the affect of the software the agent uses to deliver customer experiences. In all three cases there were major savings or revenue opportunities. The white papers uncovered why Contact Center have a difficult time reinventing themselves as well as 7 steps to benchmark what the company is currently doing and comparing it to best practices and providing a gap analysis.To read each of the case studies click on the picture of the study and it will take you to the research paper.

Study on Agents Technology and the Bottomline Case Study #1

Agents Technology and the Bottomline Case study #2

Agent Technology The Bottomline Case Study #3

 

 

 

 

 

 

 

The series of three white reveal a number of important findings:

Finding 1: The Lack of a Common Definition of A Universal Agent in a Multichannel Contact Center

Finding 2: Technology Affects Agent Attitude

Finding 3: Growing Concern About the Company Not Directly Addressing Social Media

Finding 4: Significant Impact of Technology on Agent Productivity

Finding 5: Effect of Integrating Social Channels on Agent Productivity

Finding 6: Impact of Technology On Agent’s Ability to Reduce Customer Churn

Finding 7: Effect of Technology on Agent Responding Immediately to Negative Word of Mouth via Social Posts

Finding 8: Impact of Technology on Proactive Social Subscriber Engagement And Increasing Subscriber Revenue and Customer Lifetime Value

Brought to you by the Executive Success Acceleration Firm
www.Twitter.com/DrNatalie

 

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Social Customer Service—The Pivotal Driver of the Social Enterprise

The white paper I wrote is about Customer Service being the pivotal driver of the social enterprise. One could argue that Marketing should be the driver of the social enterprise. Others might even say that since it involves software, IT should lead it. Perhaps because Customer Service is always in communication with the customer and the software they use to do this scales — its what they have always done, they should lead the social customer interactions.

The issue for most organizations is that there isn’t one central group of people that is collaborating to foster the cross-functional collaboration required to do social really well as well as to gain the increase in revenue and decrease in costs that social aligned with traditional business can bring.The social customer is a radically new breed of consumer. They post online in e-review sites, in public forums, on blogs, on Facebook and Twitter. They don’t hold back. And these unabashed posts are in the open for everyone to see—other potential and current customers, competitors, your board of directors, etc. so it’s become impossible to ignore.

This white paper explores the idea that the software commonly used in Customer Service could provide other departments with the same access, awareness to what is happening with the customer and the ability to respond to customers. Should Social Customer Service Software be used by all departments?

Reward and Delight Customers with LiveOps

Watch this short video to see how LiveOps can help enterprises tackle the challenges of today’s customer interactions—quickly, easily and efficiently.

Learn more about Social Customer Service and LiveOps

  • Social Customer Service Webinar, presented by Dr. Natalie Petouhoff, prominent Social Strategist and Evangelist, and Sanjay Mathur, LiveOps SVP of Product Management.
  • White Paper, “Social Customer Service: The Pivotal Driver of the Social Enterprise,” by Dr. Natalie Petouhoff.

Want access to these resources? You can get them by clicking here.

Executive Success Acceleration Firm
We work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Want to get more info on the business use of social media? Connect with me here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

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Webinar: Muti-Channel Customer Service – Technology Affects an Agent’s Ability to Deliver Great Customer Experiences

Customer Service Professionals need to understand how the customer experience impacts the bottomline. Agents are the frontline for most companies and this research study found that agents with better technology provide better customer experiences.

According to a recent Harris Interactive survey, 90% of consumers say that a customer service agent’s perceived happiness directly impacts the overall customer experience. In other words, when an agent has the right tools to perform their job to the best of their ability the customer experience is positively impacted. The new integrated, multichannel agent desktops offer the right tools and they’re not just a trend but the new reality to engage with today’s channel agnostic customer.

Not convinced? I, along with and Kieron Lawson, LiveOps CTO of Applications discuss recent findings from my latest contact center agent research. You’ll hear real world testimonials and data that explains why now is the time to migrate to an integrated, multichannel desktop and what you should look for when making this purchase decision. To hear the webinar click on the webinar graphic: Liveops Webinar Agent and the Bottomline TMC

What Attendees Learn from the Webinar:

  • How and why an integrated multichannel desktop can result in 25 to 50% increase in agent productivity and agent happiness
  • Is 25% cost savings from these new desktops myth or reality?
  • Is it finally possible to truly improve first contact resolution, reduce customer churn and reduce average interaction handle time and increase customer lifetime value?
  • Should ‘going cloud’ be part of the decision?
  • See a demo of the recently launched LiveOps Engage and hear why this new integrated desktop can help you achieve your agent experience and customer experience goals

Who should attend:

  • Contact Center Managers/Directors/VP’s
  • Customer Support and Service Directors/VP’s
  • Operations Directors/VP’s

Kieron Lawson
CTO, LiveOps

  • Kieron Lawson is the CTO for LiveOps, Inc. In this role Kieron is responsible for establishing the technical vision of the company and leads all aspects of technology development based on strategic direction.

    Moderator:

    Paula Bernier
    Executive Editor TMCnet

    Paula Bernier is executive editor for the IP Communications Group at TMC where she writes, edits and manages editorial content for the print & digital versions of INTERNET TELEPHONY, and writes for TMCnet.

    Bernier was formerly editor in chief of xchange magazine, a Virgo publication, where she worked for more than 11 years. While at that company, she also was the editorial leader for PHONE+ and Sounding Board magazines, as well as various e-books and webinars.

    Prior to that, Bernier was a senior writer for Inter@ctive Week, a magazine that was initially independently owned but was later acquired by Ziff Davis.

    Bernier got her start in telecom at Telephony magazine, where she spent nearly five years, leaving as the news director.

    She also has been on the reporting staffs of various mainstream daily and weekly newspapers in Iowa, Minnesota and South Carolina.


 

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LIVEOPS Engage Press Announcement

LiveOps® Engage™ is the industry’s first single, integrated, multichannel desktop, built with both the agent and the customer in mind. LiveOps Engage simplifies the user experience to increase agent productivity and improve customer experience across all channels on a single screen: phone, email, live chat, SMS, Twitter, and Facebook.

Inspired by modern web design, LiveOps Engage is a browser-based cloud application that’s available at no additional cost to customers of the LiveOps Platform. The contemporary design, color palettes and typography of LiveOps Engage create a highly intuitive user interface that’s easy to learn and use. Agents using LiveOps Engage need less time and fewer clicks to complete the most common functions, since everything is contained in a single, integrated agent desktop.

Results of a recent survey of traditional multichannel agents indicate that the use of LiveOps Engage creates the potential for agent productivity gains, efficiencies and cost savings including:

  • 25% to 50% increase in agent productivity
  • 25% to 50% increase in agent “happiness”
  • 25% overall cost savings
  • Improved first call resolution
  • Reduced average interaction handle time
  • Reduced customer churn
  • Increased Customer Lifetime Value

“LiveOps Engage is very appealing. The look and feel is clean and a lot less cluttered than the user interfaces that many other vendors are showing,” observed Dan Miller, Senior Analyst, Opus Research. “It masks many of the unavoidable complexities and lets the agents focus on what’s most important without having to spend time toggling between multiple applications and browsers.”

Industry experts estimate that the time delays created for agents by disconnected applications can cost companies more than $5,000 per year in unnecessary spend per agent. These delays also lead to inconsistent service across communications channels and ultimately a fragmented brand experience for the consumer. Contact center agents are critical brand ambassadors, but they are often not empowered with the right tools they need to effectively manage their work flow or track customer engagement across an increasing number of channels.

“Agent experience is directly linked to delivering superior customer care across multiple channels. As such, it’s imperative that businesses focus on empowering their agents with tools that help them easily access unified multichannel information,” said Omer Minkara, Research Analyst, Contact Center and Customer Experience Management, Aberdeen Group.”Best-in-Class organizations enable agents with the ability to handle multi-channel customer interactions through a unified agent desktop on a single screen. These unified agent desktop tools, such as those provided by LiveOps, enable increased agent productivity and improve customer satisfaction results by 39.9% year-over-year.”

Whether the customer initiates a phone call, email, chat session, SMS, Facebook post or Tweet, the message and phone panels in LiveOps Engage are integrated within a single screen. This single screen integration enables agents to receive a 360 degree view of the customer to ensure that the most relevant information is seen at the right time alongside a history of past interaction. Plus, the integrated user interface of LiveOps Engage helps agents to quickly and easily respond to customers in the channel the customer prefers, or seamlessly pivot to the channel best suited to resolve the customer’s issue. This empowers agents to resolve customer inquiries faster and with greater accuracy, and can improve customer satisfaction.

As a company with more than 10 years of experience running the world’s largest cloud customer service contact center, LiveOps knows how agents work and how their performances are measured. This unparalleled expertise has shaped the vision at LiveOps that the future of customer service hinges on brands not only having a complete view of their customer and their interaction history in one place, but also the ability to pivot customer interactions across multiple channels in one application.

“There is little doubt that for customer support operations to improve performance in today’s complex environment, a unified agent desktop is an essential tool. It improves the customer experience, increases accuracy, supports more personalized interactions and reduces processing time,” said Elizabeth Harrell, Vice President, Principal Analyst, Constellation Research. “LiveOps demonstrates solid innovation in this area that will attract more customers and help sustain its strong year-over-year growth in cloud customer service.”

“At LiveOps we have a saying: ‘the agent experience creates the customer experience.’ It really is that simple,” said Kieron Lawson, Chief Technology Officer of Applications, LiveOps. “Driving agent productivity and efficiency are still the foundation of any contact center. LiveOps Engage lets today’s Internet-savvy agents interact with customers on their channels of choice, with a user experience that’s as simple as any other consumer application. By providing agents with a 360 degree customer view and all the tools they need to manage both social and private channels in a single desktop, they are more productive, more efficient, and ultimately provide better customer service. At the end of the day, that’s what matters most to contact center decision makers.”

About LiveOps

LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps’ award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California with European regional headquarters in London, UK, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com.
Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

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LiveOps InfoGraphic – Your Brand on Socia Media On AllTop

Who should lead the social customer interaction? Been lot’s of debate on this one… Should it be PR, Marketing, Customer Service? A combination? Who leads, who follows? Would collaboration be an actual possibility? That’s what I explored with LiveOps – in this infographic and in our upcoming white paper. You can hear from in our the fireside chat I’m doing with the CMO, Ann Ruckstuhl at LiveOps at the CRMEvolution Conference! I think its around 3PM EST… come find us! And get some goodies! And say hello- if you haven’t in a while!

Here’s the link to the infographic we created… http://holykaw.alltop.com/your-brand-on-social-media-infographic

And if you are worried about your Facebook Pages… here’s the info on how LiveOps can help you with that… more below… Is there a merging of Customer Service, PR and Marketing? My opinion- having worked in PR and Marketing as well as years in Customer Service… yep- it’s needed. But that would take amazing leadership to cut through the politics and the tech to do it right — is business ready to be restructured? I haven’t met a lot of businesses that are ready- so my suggestion is – before you start to fracture our brand equity by not collaborating internally – start to think about how you would lead this. And where to gather allies. It may not be possible at the company you are at. But I believe it is the future of business.

Here’s the scoop on Customer Service and Facebook. If you manage an Fan Page, the last thing you want are customers complaining about the company while you are trying to send out marketing and PR messages. What is crazy is that industry reports indicate that –of customers who complain about a company on social media, more than 70 percent of those complaints receive no response from the company. That is a disaster waiting to happen…

And Marty Beard, President and CEO, LiveOps said, “It’s time for that to change. As consumer adoption of social and mobile communications becomes ubiquitous, brands are forced to contend with a mega-shift in customer behavior and expectations for real-time responses. Social media and constant mobile connectivity have permanently changed the traditional concepts of the customer service contact center and customer relationship management. With today’s announcement we are providing a quick, easy and efficient way for enterprises to extend their contact center to their increasingly social and mobile customers.

If you are not familiar with the solution, LiveOps Social is a cloud application that leverages the LiveOps Platform to manage social customer interactions, with real-time social monitoring of designated Twitter accounts and Facebook Pages, as well as by hashtag or keyword. And, through comprehensive queue management and engagement tools, LiveOps Social intelligently routes messages to the best available agent to respond quickly based on the customer or message content.

What do clients say?

  • Here’s Sarah Barrow, Head of Customer Services & Administration at Wokingham Borough Council thoughts, “We’re choosing to launch the Facebook channel next because we learned very quickly how responsive we can be and how much more valued we are to our customers with Twitter, SMS, chat and email channels. Facebook is simply the next logical step. For more than three years, we’ve been using LiveOps Social and I can honestly say it’s changed our business.”
  • Here’s Matt Zemon, President & CEO, American Support take, “Customer service is happening everywhere not just in a company’s contact center. Customers are getting smart about brands, services, and products on their own. Most of what’s driving this is the popularity and convenience of social media. By the time that customer is using Twitter or Facebook to ask for help, it’s my business to make sure our contact center agents can interact with customers in those channels. LiveOps is a smart solution for customer service contact centers who want to compete in today’s very social world.”
  • Joanne McDermott, Customer Service Supervisor, Snap-On Tools, United Kingdom says, “It takes just a few minutes to promote product offers to our agents and receive orders back via SMS. In just a few months, LiveOps Social has generated hundreds of thousands of pounds in new sales.”
  • Fade O’Gunro, Advertising Manager, Worldwide Sports Travel said, “LiveOps makes it easy to reach thousands of customers with ticket notifications, promotions and last-minute specials. These communications have resulted in a 30 percent increase in sales to repeat customers.”
  • Steven Henman, Communications Channel Development Manager, Royal Mail stated, “We’ve chosen to embrace the fact that customers are already talking about our services out there and we want to be a part of it. So it was really important that we start to engage with these customers. Talking to customers via Twitter, in blogs and on forums is quite different than sending an email.”

LiveOps Social helps enterprises deliver a better customer experience by providing a more complete and holistic view of customer interactions across all channels. A single, concise record of the customer’s complete interaction history is presented in the agent’s easy-to-use integrated multichannel desktop. Individual agent performance on LiveOps Social can also be monitored and tracked, and reporting of all customer-agent interactions across all channels is available in a single system.

Image representing LiveOps as depicted in Crun...

Image via CrunchBase

LiveOps Social was specially designed to enable companies to go beyond just social media monitoring. Customer service agents can tweet or post comments easily in response to customer needs, including pivoting seamlessly from Twitter or Facebook to more private channels such as voice or email when required and then back again if needed. Messages can also be automated, with scheduled tweets or posts. For additional quality management, optional reply templates are available for standardized responses and managers can also screen comments or tweets by agents before they are posted on Facebook or Twitter.

LiveOps SVP of Product Management blogged about the integration saying, “The way that brands interact with their customers has changed. We’re entering into a ‘New Era of CRM’ – and we know that if you want CRM to be truly social, the contact center needs to be social as well.”

LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps’ award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud.  LiveOps Social with new Facebook integration is available immediately to companies worldwide through LiveOps or its global partner network. Visit www.liveops.com for more information.

Hope this helps you choose software… Remember if you need help choosing software, especially Social CRM or Social Customer Service Software, I can help!

  • If you are a vendor and want help determining the ROI of the Customer Service, let us know.
  • And if you are a Customer Service executive, and what help justifying what you want to do or are doing, please reach out!
  • And if you’d like to better understand where your Social Customer Service initiatives are compared to your competitors and best practices, we have a proprietary, specialized and unique assessment that not only gives you a score, but also a list of recommendations you can implement immediately.

Learn. Share. Grow

@drnatalie

P.S. Class is back in session this Fall!

The UCLA Social Business Blueprint Course: Back by popular demand, I will be offering the course again at UCLA. I will be sending out more information on it later this summer.

For more info on my work:
Ebook: Social Media ROI Myths and Truths
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts

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