Agents can access Twitter, mobile, SMS, email, and web chat with a single agent sign-on and interface, says the company
LiveOps has introduced new applications – LiveOps Multichannel and LiveOps Social – on its cloud-based platform to provide agents with access to Twitter, mobile, SMS, email, and web chat with a single agent sign-on and interface.
With LiveOps Multichannel, enterprises can offer customers the channels they want and the routing capability to interact with the right agent every time.
The multichannel offering provides customers the option to switch between channels during a single interaction; searches message history by customer record; plans improved offers, services and communication; analyses customer service performance across multiple channels; understands customer interactions; and improves the service and efficiency.
With LiveOps Social, agents can be engaged in multiple customer sessions across social channels such as Twitter, as well as the ability to bridge to traditional text channels through LiveOps Multichannel.
LiveOps Socia enables enterprises to meet customer expectations by offering social channels as a choice for interaction; identifies customers who are active brand advocates or brand naysayers; provides quality control for responses to all social interactions; and synchronises customer service with marketing for online reputation management.
Meanwhile, LiveOps has also entered into a definitive agreement to acquire the assets of New Zealand-based Datasquirt, a provider of social and mobile communications channels for the contact centre.
LiveOps Product Management vice-president Sanjay Mathur said customer service and engagement takes place with every single interaction in the public social media realm whether a company is conducting the service themselves or brand advocates or naysayers are doing it for them.
"Our customers and prospects have been asking for cloud-based multichannel capabilities including an integrated social media channel. It’s important to them that we provide seamless integration to leading consumer channels, such as Twitter," said Mathur.