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August 05, 2014

LiveOps Helps Contact Center Services Provider Go '100 Percent Software'


In the earliest days of hosted technologies, few people probably envisioned a future when an entire business could be run on software. It would have been particularly difficult to envision a contact center run entirely on software.

Cloud contact center solutions provider, LiveOps, Inc., however, has done just that. The company recently announced that Intuitive Solutions, a contact center services provider that works with pizza franchisees, successfully deployed LiveOps WebRTC Solution, what LiveOps calls “the first and only cloud contact center that transforms a browser into a full-featured agent desktop with full phone functionalities without the need for plug-ins or physical telephony infrastructure.” The solution was designed to remove the “last hardware barrier” to running an exclusively software-based business: the telephone.

While this may have been foreseeable for very small companies, it’s important to note that many of LiveOps customers are very large. Intuitive Solutions, serving the customer base that it does, has very high call volume. One of its customers, MUY! Companies, has over 11,000 employees and is the sixth-largest franchise restaurant company in the U.S.

One of the attractions for Intuitive Solutions was the ability to use home-based agents to save money in operations. Due to rising call volume, the company wished to avoid the need to build additional brick-and-mortar contact center facilities. The LiveOps solution eliminates as much as 50 percent of total cost of ownership over traditional contact centers, and also boosts productivity and efficiency.

“The ability to expand our contact center with at-home agents has been a big win for us in terms of adding additional, on-demand capacity for seasonal business and spikes in customer service requests,” said Tory Rutledge, COO at Intuitive Solutions, in a statement. “LiveOps WebRTC Solution enabled us to eliminate not just contact center infrastructure but also the complex and expensive telephony systems. This solution creates a cost-savings opportunity for us and our at-home agents, which we are able to pass on to our customers.”

WebRTC technology enables Intuitive Solutions’ agents to simply log into their computer at home or at the contact center and start taking calls without requiring PBX, phone lines and additional equipment. Inbound and outbound calls are routed directly via a web browser, replacing the need for datacenters, telephone systems, PCs and desktop phones. Intuitive Solutions has also gained skill-based multichannel routing; advanced business insight, including real-time and historical reporting; Web-based administrative graphical user interface (GUI); and seamless integration to workforce management software.

For more information on the topic, consider attending the ITEXPO session, “WebRTC and the Exceptional Customer Experience" on Tuesday, August 12th from 1:15 to 2:00 pm. The session will demonstrate how improvement of the customer experience demands new channels such as WebRTC to change the face of customer support.  For more information or to register, visit www.itexpo.com




Edited by Adam Brandt
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