LiveOps Resource Library
 |
NEW! LiveOps Multichannel - Chat Demo LiveOps Multichannel delivers a powerful new capability to open new channels of communication with your customers. |
|
NEW! LiveOps Social - Twitter Demo LiveOps Social features a deep integration with Twitter. Tweets can be identified and routed to agents for further outreach. |
|
LiveOps Real-time Monitoring Capability Demo Learn about the LiveOps real-time configurable dashboards and review the customized reporting dashboards that are available without the need of IT or reporting analysts. |
|
LiveOps Call Flow Authoring Capability Demo Learn how to create and optimize a broad set of enterprise call flows with the Call Flow Authoring capability in the LiveOps On-Demand Contact Center Platform. |
 |
On-Demand Contact Center Integration with salesforce.com Capability Demo Learn how the LiveOps virtual call center integration with salesforce.com provides in-bound and out-bound telephony management, call routing, agent availability, CTI screen pop and call control for use with Salesforce CRM. |
 |
On-Demand Contact Center Administration and Monitoring Capability Demo Administration and monitoring product capability video. Learn how to manage key contact center metrics through the real-time monitoring and reporting capabilities of the LiveOps On-Demand Contact Center Platform. |
 |
NEW! IDC White Paper: Social Media Services Trends in Customer Care Outsourcing The industry analysts at IDC take a more in-depth look at Social Customer Relationship Management (SCRM) and its enormous impact on customer care today. |
 |
UPDATED! McGee-Smith Analytics White Paper: Why Companies are Choosing to Deploy the LiveOps Cloud-Based Contact Center This McGee-Smith Analytics white paper explores the explosive growth of cloud-based infrastructure, and the decision points of companies that have already made the move to the LiveOps Contact Center Cloud. |
 |
UPDATED! Contact Center Security: Moving to the Cloud Today, Cloud is one of the most talked about trends in the IT Industry. It's a paradigm many believe will have a widespread business impact. However, while the term "Cloud" is relatively new, one of the core components – distributed computing – is well-established. |
 |
Contact Center in the Cloud: Helping Companies Manage the New Security Perimeter and Support Remote Agents LiveOps is in a unique position to offer best practices for remote contact centers. We operate the world’s largest virtual "contact center in the cloud" using our own on-demand, SaaS-based technology, so we have first-hand experience managing the pressures, complexities, and security risks of day-to-day contact center operations. |
|
A Blueprint for Successfully Deploying Remote Agents This paper overviews essential best practices for successfully deploying a remote agent solution. Each best practice outlined is based on LiveOps’ years of real-world experience running one of the largest virtual contact centers in the world, with over 20,000 independent agents. You'll understand what it takes to manage agents successfully and how to achieve complete visibility and control needed to maximize performance. |
|
A Faster Way to Achieve Greater Call Center Cost Optimization using On-Demand Call Center Platforms This paper explores the real costs behind traditional call center operations – particularly in the areas of labor, IT, and facilities – and explains how you can leverage on-demand call center solutions to substantially reduce them. |
|
The Top Six Considerations When Evaluating On-Demand Call Center Technologies On-demand technology is ready to support your mission-critical call center operations and give you a competitive advantage by providing access to unprecedented innovation, flexibility, and control. |
|
Datamonitor: The Business Guide to Virtual Contact Centers in the Enterprise This Datamonitor white paper provides an overview of the virtual contact center and its impact in today's challenging marketplace. |
|
Top 8 Reasons to Use a Virtual Call Center Many businesses are increasingly seeking ways to improve the quality, flexibility, and scalability of their traditional call centers. Learn the top 8 reasons to consider going virtual. |
|
Best Practices for Recruiting and Managing Remote Agents with a Virtual Contact Center Model Traditional call centers have inherent weaknesses that over time lead to high costs and poor service quality. Learn why many businesses are turning to virtual call centers to meet their customer interaction needs |
|
Best Practices of Using Home Agents to Improve Direct Marketing Conversion Rates See how a major financial services company is leveraging home-based agents to help scale their call center and maximize the revenue of every call. |
 |
Multi-customer Mini Case Study Read how salesforce.com, West Marine and others achieve greater flexibility, real-time visibility and more ways to meet customer needs with LiveOps Contact Center Cloud Platform. |
 |
salesforce.com Using LiveOps Contact Center in the Cloud to Run Global Customer Support |
 |
Kodak eBook How Kodak Greatly Exceeded Sales Expectations |
 |
West Marine Optimizing Workforce Utilization and Reducing Costs Using the LiveOps On-Demand Contact Center Platform |
 |
Boardroom Lowering costs while providing an outstanding customer experience |
 |
Product Partners (BeachBody) Partnering to Deliver Outstanding Customer Service and Maximize Revenue |
On-Demand Contact Center |
|
 |
The LiveOps On-Demand Call Center Platform Break away from the complexity of traditional call centers. |
 |
NEW! LiveOps Multichannel LiveOps Multichannel provides seamless channel choices including email, SMS, web chat, and social media. |
 |
NEW! LiveOps Social LiveOps Social provides a social media interaction portal between agents and customers. |
 |
LiveTransfer Turn your contact center into a revenue generator while increasing customer satisfaction. |
 |
The Key to Reducing Total Cost of Ownership (TCO) Learn how the LiveOps On-Demand Contact Center can help you slash labor, facilities, and technology costs. |
 |
Configurable Real-time Dashboards LiveOps delivers a complete view of both real-time and intra-day data within one browser-based application. |
 |
Call Flow Authoring Studio LiveOps CFA Studio enables you to design and manage the customer experience at each stage of an inbound call. |
 |
Workforce Management LiveOps WFM solution is an easy to use contact center forecasting and employee scheduling solution. |
 |
Chat & Email Management Application Learn about our web chat and email management application for the on-demand contact center platform |
 |
Salesforce.com Call Center Integration Complete On-Demand Call Center Platform for Salesforce.com |
Call Center Outsourcing |
|
 |
The LiveOps Home Agent Solution Gain Flexibility and Scalability with Home Agent Solutions |
 |
Outbound Teleservices Solution Complement your customer acquisition and lead generation activities with LiveOps’ industry leading, high-performance outbound call solution for large-scale outbound campaigns. |
 |
Maximize Direct Response Revenue Maximize revenue by increasing conversion and average order value while effectively managing costs. |
 |
IVR Solutions Seamlessly Blending IVR Technology and Live Agents to Maximize Sales |
 |
Soft Offer Solutions Exceptional Agent Performance and Unmatched Scalability That Maximizes Revenue |
| LiveOps Social and Liveops Multichannel | |
 |
NEW! LiveOps Social Royal Mail taps into Twitter to keep abreast of customer feedback and demonstrate commitment to service. |
 |
NEW! LiveOps Multichannel Using web chat and other multiple communication channels, Wokingham is able to respond quickly to customers. |
| Maynard Webb - Chairman of the Board, LiveOps | |
 |
Cloud Computing and SaaS Why CIOs should pay attention to cloud computing and why they should consider SaaS for their contact center. Mission-critical SaaS Why the LiveOps on-demand platform is ready for mission-critical applications. The Future of Work Maynard discusses his vision for the future of LiveOps and revolutionizing the world of work. |
 |
The Human Cloud: The Elastic Workforce From the Net:Work 2010 event, Maynard joins Alex Edelstein, CEO of CloudCrowd, Sharon Chiarella, VP of Amazon's Mechanical Turk, Doron Reuveni, CEO of uTest, and moderator Neil Robertson, founder and CEO of Trada, to share what they've learned in the past few years about crowd sourcing. (This link will take you to GigaOm's Livestream channel.) |
 |
Managing Remote Workers: What We Still Need to Get Done From the Net:Work 2010 event, Maynard joins Gary Swart, CEO of oDesk and Simon Mackie, Editor of WebWorkerDaily at Gigaom to discuss the benefits and unique challenges of working with remote teams. (This link will take you to GigaOm's Livestream channel.) |
| True Cloud Contact Center | |
 |
True Cloud Contact Center Moving your critical contact center operation to the Cloud provides significant business benefits. However you need to have a clear understanding of the True Cloud before you make your move. |
| Five Innovative Trends I Learned From the Future – A Video Series from BT | |
 |
Five Innovative Trends: Introduction Nicholas Negroponte, Founder and Chairman of One Laptop Per Child and Co-Founder and Director of the MIT Media Lab speaks with BT's Head of Financial Markets, Howard Boville, about 5 innovative, futuristic - yet counterintuitive - trends that will impact society and business, especially the financial services industry. |
 |
Trend Number 1: Open Source Howard Boville and Nicholas Negroponte delve deeper into the first of the five innovative trends, Open Source. Joining them in the discussion are Jim Eckenrode, Bob Metcalfe and Maynard Webb. Together they debate the relevance of the freedom that comes with open source against the security and quality concerns that are inherent to financial services. |
 |
Trend Number 2: Perfect Translation Someday in the future will the world be speaking one universal hybrid language? Nicholas Negroponte explains his reasons for selecting Perfect Translation as the second of the five innovative trends. Contributing to the conversation are Jim Eckenrode, Bob Metcalfe and Maynard Webb, moderated by Howard Boville. The panelists explore the importance of physical and digital communication in new financial markets and its effect on the customer experience. |
 |
Trend Number 3: The Death of Paper The theme of this third installment of the 5 part series – the death of paper – has long been identified as a future innovative trend. The amount of electronic transactions is steadily increasing as new technologies are made available, but paper is still needed for to validate signatures and contracts. As micropayments first made popular by PayPal allowed for instant, online exchanges, the banking world saw firsthand how innovation can change how business is done. What innovation must happen next in order to end the requirement of paper? |
 |
Trend Number 4: Design as Strategy The 4th trend identified is Design as Strategy. Nicholas Negroponte, Jim Eckenrode, Bob Metcalfe, Maynard Webb and moderator Howard Boville discuss the importance of inserting creativity into more enterprises by asking the right questions, instead of answering existing ones. With the increasing leaps in product technology, financial services companies must move the needle on design or risk customers moving on to competitors. |
 |
Trend Number 5: Collaboration vs. Competition Are competition and collaboration mutually exclusive? Nicholas Negroponte, Howard Boville, Jim Eckenrode, Bob Metcalfe, and Maynard Webb debate the dichotomy of a vertically integrated financial services industry in Collaboration vs. Competition, the last of the "5 Innovative Trends I Learned From the Future" videos. |
| Add a New Dimension to Your Direct Response Campaign with LiveOps 3DR | |
 |
The Leader in Direct Response LiveOps generated over $1Billion in revenue for clients last year. |
 |
The Best IVR in the Industry Intelligent IVR minimizes dropped calls and intuitively transfers calls to a live agent when needed. |
 |
The Soft Offer Solution that Scales LiveOps beats boutique call centers in 9 out of 10 split tests. |
| The Mission-critical On-Demand Contact Center Video Series | |
 |
Service Delivery Gary Slater, VP of Network Operations and Service Delivery, discusses LiveOps' 24x7 NOC and telephony backbone. |
 |
High Availability Vidur Apparao, CTO, discusses LiveOps' unique architecture for high availability. |
 |
Agent Utilization and Customer Service Levels Vidur Apparao, CTO, discusses LiveOps' powerful call routing technology. |
 |
Multi-layered Security Niall Browne, CISO, discusses LiveOps' multi-layered security and industry associations. |
 |
Webcast: DMG and LiveOps Best Practices for Selecting and Implementing Cloud-Based Contact Centers In this recorded webcast, Donna Fluss, President of DMG Consulting reveals the latest market findings and trends in DMG's recently released industry report, and Vidur Apparao, CTO of LiveOps discusses how cloud based contact center technology is changing the game through better customer engagement. |
 |
Webcast: Salesforce.com and LiveOps Give Your Call Centers a Competitive Advantage in this Uncertain Economy Watch this recorded webcast to hear how AAA Ohio uses Salesforce CRM Call Center and LiveOps On-Demand Contact Center platform. |
 |
Webcast: Ovum and LiveOps with CRM Exchange Ovum Reveals New Decision Matrix Report: Selecting a Hosted Contact Center Service in the US Watch this recorded Ovum webcast to learn why the LiveOps Cloud Contact Center Platform ranked #1 in hosted contact center market. |
 |
Webcast: Frost & Sullivan, West Marine, and LiveOps Best Practices Blueprint for Remote Agent Success Watch this recorded Frost & Sullivan webcast to learn why West Marine selected the LiveOps Cloud Contact Center Platform to provide outstanding customer service. |
 |
Webcast: Secrets to Increasing Direct Marketing Revenue How Leading Brands Ensure Success Watch this recorded webcast to hear from Response Magazine’s editor-in-chief Thomas Haire as he presents examples of what leading companies are doing successfully in all areas of direct marketing, including direct mail, DRTV, radio, and web marketing. |
 |
Webcast: The Virtual Contact Center Advantage Optimizing for the Ups and Downs of Your Call Volume Watch a pre-recorded Datamonitor and ProFlowers webcast and gain insights into the business benefits and implementation of a virtual call center model. |
 |
Connecting with the Next Gen Customer eBook This new eBook explains how companies can implement emerging channels to better manage customer service issues. |
 |
Cloud Contact Center eBook Helping Companies Find a True Cloud Contact Center Solution |
|
Kodak eBook How Kodak Greatly Exceeded Sales Expectations |
 |
Forrester Report: Connecting with the Next Gen Customer This Forrester Analyst Report explains how companies can implement emerging channels to better manage customer service issues. |
 |
Hosted Contact Center Infrastructure Market Report (PDF - 190 KB) |
 |
OVUM U.S. Contact Center Decision Matrix Selecting a Hosted Contact Center Service in the United States |
|
Revolutionizing the World of Work A Thought Leadership White Paper by Maynard Webb, Chairman of the Board, LiveOps - (PDF - 376 KB) |
 |
Laurel Group: Thought Leaders of the SaaS Revolution (PDF - 376 KB) |
