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June 24, 2014

Google, LiveOps & Twilio Combine for Software-Only Contact Center Package

LiveOps and Twilio have been pioneers in bringing the benefits of WebRTC to the contact center. Now, the companies are taking their efforts to a new level by bringing Google into the mix and taking hard phones out of the equation.

The result is a packaged solution called Twilio CX for Chrome for LiveOps WebRTC Solution, which uses Chromebooks rather than phones to allow for a zero-footprint contact center. Available now from LiveOps via monthly subscription, the company says eliminating hard phones can save organizations an additional 5 to 10 percent per agent by lowering hardware, software, annual maintenance, data center housing, and security costs.

“When we partnered with Twilio last year, our vision was to create a ‘complete agent desktop in a box’ – something that any organization could instantly deploy to replace the clunky combination of traditional agent software, computers and desktop phones,” said LiveOps President and CEO Marty Beard. “With LiveOps and Twilio CX for Chrome, we are once again transforming customer service by eliminating the last hardware barriers that exist in contact centers – namely a telephony infrastructure requiring traditional carrier circuits, phone systems, expensive desktop computers and real estate costs associated with housing on-premise technology and on-site agents. Now contact centers can finally hang up their physical phones for good and improve agent productivity with a single desktop for all communications.”

LiveOps provides cloud contact center and customer service solutions. Its LiveOps Engage solution is a single integrated multichannel agent desktop, which provides native integration with Twilio Client to deliver a virtual contact center. As a result, LiveOps Engage users can handle voice calls directly from their browsers, which eliminates the requirement for a landline or mobile phone, and for any downloads.

To learn more about WebRTC, check out Webrtcworld’s recent coverage of the WebRTC IV Conference & Expo here.  Join us at the WebRTC V Conference & Expo in November in San Jose.

Edited by Maurice Nagle
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