SOURCE: LiveOps

LiveOps

November 12, 2009 09:00 ET

LiveOps Customers Demonstrate Success of Contact Center in the Cloud at Dreamforce 2009

AAA Ohio, Expert Planet and salesforce.com to Detail How They Leverage LiveOps' Cloud-Based Contact Center Solution

SANTA CLARA, CA--(Marketwire - November 12, 2009) - LiveOps is proud to be a Gold sponsor at the salesforce.com Dreamforce Global Gathering 2009 event. At Dreamforce, the company's technology will be featured in two breakout sessions demonstrating how cloud computing can be leveraged in the contact center. Joining LiveOps will be a number of customers who will share their experiences of using both LiveOps and salesforce.com's Service Cloud in their own business operations.

LiveOps (booth # 1015) will showcase the company's award-winning LiveOps On-Demand Contact Center Platform integrated with salesforce.com's Service Cloud. In addition, the company will premier a "Future of Customer Service" demo in partnership with Ribbit, a BT company, and integrated with salesforce.com's Service Cloud.

Hear Directly from Users and Well-Known Industry Analyst What Cloud Computing Means to Contact Center Operations

Dreamforce attendees will hear from joint LiveOps and salesforce.com customers how they have leveraged this fully integrated cloud-based contact center solution to drive down customer service costs and improve customer loyalty. In each session, best practices, real world results and demonstrations will be shared.

-- How salesforce.com Uses the Service Cloud: Global Customer Support

Get a behind-the-scenes look at how salesforce.com's global customer support organization uses its Service Cloud to create a virtual contact center with agents across five continents. The panel includes various salesforce.com executives as well as Paul Lang, SVP of product management at LiveOps. The session will take place on Wednesday, November 18, from 4:45 p.m. to 5:45 p.m. (PST) in Moscone North, Room 130.

-- Run Your Entire Contact Center in the Cloud

Salesforce.com, AAA Ohio and Expert Planet will share their experiences operating highly efficient contact centers with LiveOps' On-Demand Contact Center Platform and salesforce.com's Service Cloud. The session will be moderated by contact center industry analyst Sheila McGee-Smith; who will share her perspective on what cloud computing means for enterprise contact center operations. The session will take place on Thursday, November 19, from 1:30 p.m. to 2:30 p.m. (PST) in Moscone North, Room 123.

Supporting Quotes

"LiveOps is delighted to be a Gold sponsor of Dreamforce 2009. The combined solution of LiveOps and salesforce.com's Service Cloud has helped companies achieve better operational efficiencies, flexibility and real-time visibility across all their contact centers," said Wes Hayden, president of LiveOps. "Dreamforce is a fantastic opportunity for companies to learn about best practices of cloud computing in contact centers."

"Hosted call centers are gaining acceptance with an increasing number of companies both large and small," said VFORCE CEO Jack Sands, who is presenting at the event. "With LiveOps, we now have a call center platform our business can depend on and grow, whether we're handling hundreds or thousands of calls for AAA of Ohio. We've seen a 20 percent increase in agent productivity due to LiveOps' reliability and functionality. That type of reliability and functionality is paramount to our business."

Supporting Resources

-- Find out why salesforce.com is using LiveOps Contact Center in the Cloud to manage call routing in their global customer support centers: http://www.liveops.com/customers/salesforce/

-- Read LiveOps' CEO blog on salesforce.com's implementation of LiveOps call routing and CTI Management: Leader in Cloud Computing Runs Their Global Customer Support on LiveOps

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About LiveOps, Inc.

LiveOps is a rapidly growing technology company offering two innovative solutions for enterprises: Contact Center in the Cloud, a SaaS technology platform for managing contact centers, and Workforce in the Cloud, an on-demand workforce for outsourcing call center calls. LiveOps On-Demand Contact Center Platform brings the value of cloud computing to the contact center by enabling enterprises to rapidly deploy an always-on and instantly scalable contact center infrastructure in a pay-per-use model that enables customers to achieve greater operational and cost efficiencies. LiveOps uses this same technology platform everyday to successfully run the largest virtual call center with over 20,000 independent agents. LiveOps provides enterprises with the on-demand call center platform and community of on-demand independent agents to quickly achieve better business results. In 2009, LiveOps introduced LiveWork; an on-demand work platform where companies can instantly outsource tasks using teams of experts on LiveWork, their own community of freelancers or business process outsourcers (BPOs). The company is headquartered in Santa Clara, California.

LiveOps is a registered trademark and LiveWork is a trademark of LiveOps, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.