New Standalone and Salesforce-Integrated Solutions Allow Agents to Co-Browse and Screen Share a Desktop, Making Personalized Service and Support Faster and Easier
REDWOOD CITY, CALIF. – October 9, 2014 – LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced the immediate availability of LiveOps Visual and LiveOps Visual Advantage, powered by Glance Networks, the leading provider of visual engagement. LiveOps Visual, a standalone co-browsing and screen-sharing solution, and LiveOps Visual Advantage, integrated with the Salesforce desktop, blend visual engagement with voice, chat and mobile capabilities for a true multichannel customer experience that helps deliver results the first time customers contact a brand.
“With the introduction of these two new solutions, we are continuing to bring innovative customer interaction tools to the contact center,” said Vasili Triant, CEO at LiveOps. “When a customer experiences an online problem, they can become frustrated at having to explain what they see on their screen to an agent. In turn, agents become frustrated trying to walk the customer through an online process without a visual aid. With LiveOps Visual and LiveOps Visual Advantage, an agent can see exactly what the customer sees, making interactions smoother, more personal and ultimately more satisfying.”
LiveOps Visual’s co-browsing and screen-sharing capabilities allow sales and service agents to help customers by seeing and accessing what the customer is experiencing on their own browser. Through patent-pending technology, agents can seamlessly switch between services, and every interaction is handled through secure, scalable infrastructure with sensitive information hidden from view. In order to understand what actions result in the best outcomes, LiveOps Visual provides robust data capture capabilities, so contact center managers can review interactions and solve problems quickly to keep customer satisfaction scores high.
With LiveOps Visual Advantage, salesforce.com users, including sales and support representatives, can launch collaborative sessions utilizing screen sharing or co-browsing simply by clicking on the screen share or co-browse icon directly from any salesforce.com lead, account, opportunity, contact, case or campaign object. Agents can offer dynamic product demonstrations, co-shopping experiences and real-time assistance to complete transactions. Engagement data is automatically stored and sent to salesforce.com for analysis, allowing real-time, accurate analysis of each customer interaction and the impact on a brand’s business.
“We provide our clients and partners with a distinct competitive advantage by delivering compelling collaborative experiences online. Our APIs make it very simple to integrate co-browsing and screen sharing into any sales or service interaction, delivering effortless and far more productive experiences,” said Tom Martin, CEO at Glance. “We’re thrilled to be able to offer our visual engagement solutions via LiveOps Visual and LiveOps Visual Advantage!”
LiveOps Visual can be used in conjunction with any LiveOps products. LiveOps Visual Advantage is available through the Salesforce AppExchange. Both LiveOps Visual and LiveOps Visual Advantage are available immediately.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 350 companies around the world, including ProFlowers, Ideal Living, Murad, Aegon, Salesforce.com, Symantec, Royal Mail Group and Amway New Zealand, trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps’ award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest U.S.-based cloud contact center of 20,000 home-based, independent agents. With more than 13 years of cloud experience, LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries, including financial, health care, insurance, retail and high tech. For more information visit www.LiveOps.com.
McGrath/Power Public Relations