LiveOps, Inc., a company that provides cloud contact center and customer service solutions, recently announced that its integrated, multichannel desktop Engage is now available.
A browser-based cloud application, Engage is available to companies worldwide directly through LiveOps or its global partner network. LiveOps Engage is available to customers using the LiveOps Platform at no additional cost.
Whether it's a phone call, e-mail, chat session, SMS, Facebook post or Tweet, the message and phone panels in LiveOps Engage are integrated within a single window, making it easy to use and faster to respond without having to switch applications.
Within a single window and with minimal clutter, LiveOps Engage puts the customer record front and center, with the most critical and recent information in clear view. The agent can then drill-down easily for more details – since all of the customer’s interaction history, across every channel, is there in one place.
LiveOps Engage sets the standard for single screen, multichannel desktop – simpler, faster, better. The industry’s first single, integrated, multichannel desktop – built with both the agent and the customer in mind – LiveOps Engage simplifies the user experience to increase agent productivity and improve customer experience across all channels on a single screen: phone, e-mail, live chat, SMS, Twitter, and Facebook.
"LiveOps Engage is very appealing. The look and feel is clean and a lot less cluttered than the user interfaces that many other vendors are showing," said Dan Miller, Senior Analyst, Opus Research. "It masks many of the unavoidable complexities and lets the agents focus on what's most important without having to spend time toggling between multiple applications and browsers."
"At LiveOps we have a saying: 'the agent experience creates the customer experience.' It really is that simple," said Kieron Lawson, chief technology officer of Applications, LiveOps. "Driving agent productivity and efficiency are still the foundation of any contact center. LiveOps Engage lets today's Internet-savvy agents interact with customers on their channels of choice, with a user experience that's as simple as any other consumer application. By providing agents with a 360-degree customer view and all the tools they need to manage both social and private channels in a single desktop, they are more productive, more efficient, and ultimately provide better customer service.”
“At the end of the day, that's what matters most to contact center decision makers."
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