LiveOps Cloud Solution-CxEngage Makes CRM Experience Effortless

By CIOReview | Thursday, March 10, 2016

AUSTIN, TX: To address the demands of customers, LiveOps, a global cloud contact centre and customer service solutions provider developed a new Contact-Centre-as-a-Service (CCaaS) platform-CxEngage. This next generation CCaaS platform solution is designed to help organizations provide quality customer service on a global level. LiveOps offer solutions to companies including MetLife, Symantec, Amway and many more, enabling multichannel, social and mobile interactions with their respective customers.

Oren Smilansky, reports in Destination CRM that CxEngage runs on Amazon Web Services (AWS), providing a multitenant platform which is designed to optimize contact centers of various sizes by boosting agent productivity and helping managers, supervisors to get an organizational oversight. The new cloud-based platform, CxEngage offers its users an improvised customer service experience, anywhere and anytime via the cloud.

Zendesk, a LiveOps clientele, faced challenges in getting as much context and history from work-at-home-agents. John Sampson, Director of Partner Marketing, Zendesk comments, “Integrating with LiveOps Cloud allows us to be coupled together, cloud CRM and contact center 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.”  

CxEngage serves more than 17,000 users globally providing management supervision through a single-platform consisting of different applications like the Customer Relationship Management (CRM), Work-Force Management (WFM) and Business Intelligence (BI). The enhanced CxEngage adds the advantages of cloud to its platform, featuring:

Effortless Administration: Reducing the time taken for the deployment of contact centre.

Informed Performance: Determining the business statistics and analytics through dashboards and reports.

Simplified Agent Experience: Enabling LiveOps’s work-at-home agents to exchange data with CRM and other back-end systems; improving agent productivity.

Data Sovereignty: Maintains the data privacy and security as the cloud is administered through a single window by the LiveOps.

Vasili Triant, CEO, LiveOps Cloud asserts,  “Our market is at a crossroads as the C-level is beginning to recognize the contact center 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 center that is always-on and offers instant scalability to match demand.”