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Company: LiveOps, Redwood City, CA
Entry Submitted By: McGrath Power PR
Company Description: 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.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New

Nomination Title: LiveOps Engage

Tell the story about this nominated product or service (up to 525 words). Describe its function, features, benefits, and sales to date:

Introduced to the market on January 28, 2013 LiveOps Engage is the industry’s first single, integrated, multichannel desktop, designed and developed with both the contact center agent and the customer in mind. More than 40 companies have already discovered that LiveOps Engage simplifies the user experience to increase agent productivity and improve customer experience across all channels - voice, email, live chat, SMS, Twitter and Facebook - on a single screen. The contemporary design, color palette and typography of LiveOps Engage provide a highly intuitive user interface that is easy to understand and navigate. 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.

LiveOps Engage enables the potential for increased agent productivity and cost savings for organizations. Through LiveOps Engage all customer information and history of past interactions is available on a single screen, providing agents with a 360-degree view of the customer and ensuring that the most relevant information is seen at the right time. It also allows agents to seamlessly pivot to the channel best suited to resolve the customer’s issue, empowering agents to resolve customer inquiries faster and with greater accuracy because they no longer have to search through multiple tabs for the correct information. The result is improved customer experience and satisfaction.

Through LiveOps Engage, LiveOps is addressing three serious issues in the market: contact center agent productivity; consistent delivery of customer service in a multichannel world; and cloud contact center security.

• Contact Center Agent Productivity: LiveOps research, done in conjunction with Harris Interactive, has found that 92 percent of consumers report that a customer service agent’s perceived “happiness” has an impact on their customer experience with a brand. Agent happiness is heavily influenced by their ability to perform their jobs well and frustration can ensue when technology is difficult to use. Unfortunately, agents face many technology issues that can influence their happiness levels, including having to toggle between multiple tabs. Commonly referred to as “alt-tab hell,” agents find constant toggling between multiple screens and having to remember multiple log-in passwords the leading cause for lower productivity, frustration and subsequent attrition. LiveOps overcame the agent pain point of constant toggling by offering a single screen view of all past and present customer interactions.

• Consistent Delivery of Customer Service in a Multichannel World: LiveOps Engage is able to alleviate inconsistent service across channels and slow response times, making first contact resolution more likely and increasing brand loyalty. LiveOps swears by a formula for success: Better Agent Experience (BAX) = Better Customer Experience (BCX) = Better Customer Lifetime Value (BCLTV) ™. By offering solutions that arm customer service agents with the tools needed to do their jobs well, both agents and customers are happier.

• Cloud Contact Center Infrastructure Effectiveness: The LiveOps Cloud Contact Center platform and applications offer organizations superior security, scalability, (the ability to handle bursts of traffic), reliability and agility. LiveOps is facing security challenges head-on by providing customers with peace of mind when it comes to cloud security.

Provide a brief (up to 125 words) biography about the leader(s) of the team that developed this nominated product or service:

• Marty Beard – LiveOps President & CEO who drove our vision and strategy . Under Marty’s leadership, LiveOps is capitalizing on the cloud, social and mobile revolutions to transform customer service. Prior to joining LiveOps, Marty was President of Sybase 365. He has also served on the boards of directors for Harris Interactive and CTIA.

• Kieron Lawson – LiveOps CTO of Applications, architect of the product

• Steve Griset – LiveOps SVP of Product Management & Engineering, product development . Steve has more than 25 years of enterprise software experience, previously having held positions at Bank of America and SAP.

• Ann Ruckstuhl – LiveOps CMO, GTM, education, awareness and building demand. Ann Ruckstuhl has over 15 years of executive management experience in building successful software and service businesses.