Ovum recently named LiveOps, Inc., the global player in cloud contact center customer service solutions, as a leader in the hosted/cloud multichannel contact center services Decision Matrix report.
As per the report, “LiveOps scored higher than any competitor on its customer sentiment metrics, with particularly good results for product quality, deployment time, multichannel routing and the depth of its multichannel offerings.”
Ovum’s decision Matrix report also found that LiveOps ranked highest as compared to its competitors in the Technology Assessment category for Interoperability and Multichannel.
Even in the Market Impact category, LiveOps scored highest compared to its competitors in overall Market Recognition.
Exploring the competitive dynamics within the hosted/cloud, multichannel contact center services market in the United States, Ovum’s report has been created to assist brands identify vendors based on technology strength, reputation among actual customers and overall market impact.
In a press statement, Marty Beard, President and CEO, LiveOps said: “Thank you to our many U.S. customers who participated in this report process. Thank you to Ovum for giving attention to this pivotal point in the contact center industry. Smart-device enabled consumers demand and expect that the brands they do business with are able to provide a multichannel plus social customer experience. ”
He further added: “Since December of 2011 we have been laser-focused on being the vendor-of-choice for cloud contact center and the multichannel plus social agent desktop. It’s an exciting time in the industry and at LiveOps. This level of recognition from such a trusted and respected industry analyst firm is incredibly rewarding.”
Recently, TMC reported that at the third annual TwilioCon conference in San Francisco, Twilio and LiveOps, announced a strategic alliance in the call center space and their first joint customer, a 500 agent-seat call center provider.
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