SYS-CON MEDIA Authors: Pat Romanski, Elizabeth White, Yeshim Deniz, Nikita Ivanov, Sean Houghton

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LiveOps Powers Mitel MiContact Center Live

LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that Mitel, a global leader in business communications, has signed an OEM agreement to power its MiContact Center Live solution with LiveOps cloud contact center functionalities. This new agreement will further strengthen Mitel’s position in cloud communications with a new, comprehensive contact center solution offered as a service.

“Mitel provides customers with what we believe is the best path to cloud communications and continues to expand our offerings, including cloud solutions for the contact center,” said Rich McBee, president and CEO, Mitel. “Leveraging the innovative technology from LiveOps, we now deliver a highly flexible customer care solution via the cloud, optimized to meet the needs of any size organization, from small businesses up to the largest enterprises.”

LiveOps cloud contact center is tightly integrated with Mitel’s business communications solutions to optimize the customer experience and offer loyalty-building customer care. The new MiContact Center Live solution will offer WebRTC and social media – two features customers are increasingly demanding alongside traditional channels – as well as Web-based tools for agents and supervisors. It is integrated with multiple CRM software vendors, including saleforce.com and Microsoft Dynamics. The solution also includes self-service options with Interactive Voice Response (IVR) and outbound features that help businesses to proactively engage customers throughout campaigns.

Designed to work with existing communications platforms, Mitel’s new MiContact Center Live service will allow companies to fully leverage existing platform investments to deliver engaging customer service while minimizing disruption of the user experience. Embedded LiveOps cloud contact center capabilities, along with a flexible and scalable architecture, make it easier for Mitel customers to quickly deploy new applications within a matter of days. The result of this new offering will aim to bring significant benefits to Mitel customers to improve their business agility, reduce Total Cost of Ownership (TCO) by as much as 50 percent and increase customer lifetime value.

“We see this OEM partnership with Mitel as significant to disrupting the market and increasing cloud contact center adoption,” said Marty Beard, chairman and CEO, LiveOps. “Mitel shares the same vision as LiveOps in our commitment to transforming how businesses interact with their customers, increasing customer loyalty and creating brand advocates for life.”

For more information on Mitel MiContact Center Live Service, please visit: www.mitel.com/product-service/micontact-center-live. For more information on LiveOps, please visit: http://www.liveops.com.

About LiveOps, Inc.

LiveOps is the global leader in cloud contact center and customer service solutions. More than 350 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, Ideal Living 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 more than 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, LiveOps supports a wide range of industries, including retail, financial, health care, insurance and high tech. For more information, visit www.LiveOps.com.

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