|By Business Wire||
|May 22, 2014 02:00 AM EDT||
LiveOps, Inc., the global leader in cloud contact centre and customer service solutions, announced today that a leading United Kingdom financial services Business Process Outsourcer (BPO) has selected LiveOps as their cloud contact centre solution.
The Company employs more than 3,000 people in the UK and manages more than 6.5 million life insurance & pension policies on behalf of high profile financial services brands. Their customer service teams handle over 230,000 customer calls per month, managing an array of enquiries, from policy amendments to contact information changes. To address the Company’s customer service needs, the LiveOps cloud contact centre platform will replace a range of existing contact centre technologies. This will bring the Company onto one platform and optimise the productivity of all customer service staff by balancing the workload across all locations.
“The industry-proven LiveOps Platform is ideally suited to the multi-faceted nature of BPOs,” said Steve Challis, managing director UK&I, Cloud Application Sales at LiveOps. “In this market, you have to optimise all resources and adopt a flexible organisational structure constructed on a predictable cost model. This is exactly what the LiveOps Platform provides, and we’re delighted to be working with one of the leading brands in the UK Life & Pensions market.”
The cloud contact centre solution from LiveOps enables a highly flexible customer service delivery model that can support the current and future needs of each of the BPO’s clients. By providing a scalable, highly reliable virtual contact centre, the LiveOps Platform fulfills the necessary security and governance criteria that are paramount in this market sector. With local data centres, the LiveOps cloud solution provides a blueprint to support future growth for the Company in both the UK and beyond and untethers the Company from an expensive and inflexible capital equipment model. LiveOps also offers all customer interactions – voice, email, web chat, SMS, Facebook and Twitter – in a single queue, with contact history across those channels available to advisors to inform every new interaction.
LiveOps is also providing the Company with a cloud-based Workforce Management solution, AdTech Advanced WFM, based on Verint’s Impact 360 WFO Suite.
For more information on LiveOps, please visit: http://www.liveops.com.
LiveOps is the global leader in cloud contact centre 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 centre 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.