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August 20, 2010

On the Road Video: The Value of the Virtual Call Center



By Susan J. Campbell, TMCnet Contributing Editor


(Editor’s Note: This article refers to a video interview shot in San Jose as part of TMCnet’s “On the Road” video series. To view the entire library of videos from Road Shows and other industry shows, as well as product demos and interviews in our in-house studio, visit the TMCnet Videos home page.)


Is it possible that the technology from one company can change the course of an industry that has focused much of its activity in moving U.S. jobs overseas? To take a closer look, TMC’s Rich Tehrani (News - Alert) recently spoke with Paul Lang, SVP of Products & Marketing at LiveOps. Their conversation was captured in this video.

When asked to share a little bit about his company, Lang noted that LiveOps (News - Alert) is unique in the contact center space in the development of a platform that they actually use themselves with about 20,000 independent agents. These agents are part of the community. They are screened, voice test, set of questions and then when on board, managed among the community.

Lang was asked about the top concerns customers have and he noted that they want solutions that promise ease of use, are easily deployed and can be centrally managed. They need to have competitive edge whether they are a sales or service contact center. In essence, these companies really want an edge on the competition.

How does it work? “Basically, you contact us and we can provide what I like to call soup to nuts in the contact center space,” Lang said. “So, from being met and greeted by an IVR, through integrating with a CRM system or some other backend database, through queuing, through routing, and routing based on the attributes of the caller, or the attributes of the agent.”

Lang went on to note that the company will often route to those agents who perform the best or who have particular skill sets. It is truly an end-to-end contact center experience. All technology is in the cloud and the only thing on the desktop is a browser; even management is through a browser.LiveOps has off-the-shelf integrations that are available for a number of vendors, or the customers who request it. They also have a set of web service APIs that allow custom integrations. Typically, the solution will sit alongside that technology and integrate to start with and then be replaced over time.

When asked about customers using technology, Lang highlighted one in the mid-sized space that got rid of physical building and uses LiveOps to allow agents to work from home. The technology is now used to connect the agents and the technology. Another company closed an overseas contact center and brought the center back to the U.S. with technology and home-based agents. Still another uses follow the sun to always be available for the customer.

Can LiveOps be used to facilitate more jobs in the U.S.? Lang believes it can as it allows the stay at home mom or the veteran, etc. that can work in this environment. It allows skilled individuals to work at home and by choice. According to Lang, it really can boost employment for the U.S. 

To find out more, check out the video in full below


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi


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