LiveOps head in acquisition clouds
LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that it has acquired UserEvents, Inc.and its flagship product CxEngage, a contextual routing engine that can aggregate and process events on any social, web, mobile or voice channel in real time.
This follows LiveOps¹ announcement of $30 million in debt funding, as well as the formation of two separate LiveOps corporate entities, also announced today. The two entities will focus on LiveOps¹ growth in cloud contact center software and on-demand agent services.
With this acquisition, LiveOps further advances its Cloud Platform by creating a powerful customer experience management platform that delivers smart, dynamic and personalized customer service solutions to brands of all sizes. The addition of contextual routing provides unprecedented real-time insights into each customer¹s buying and service intentions, while smart routing techniques guide true, cross-channel interactions that help both brands and consumers reach their desired outcome.
³LiveOps has quietly disrupted industry and brand expectations for customer experience management,² said Marty Beard, chairman and CEO, LiveOps. ³With this acquisition we are further challenging old ways of doing business. It is no longer enough to measure customer satisfaction for each channel separately. Consumers shift between channels, and contact centers must adapt to better manage these fragmented interactions across voice, email, chat, social and SMS. By incorporating real-time, contextual routing and proactive customer engagement into the LiveOps Platform we will provide a better experience across the entire customer journey. Think of interacting with a brand that can offer priority treatment when you call them based on your activities on their website or via web chat; or a brand who has intelligence across all touch points, can sense that you are getting frustrated online and offer you proactive live help at just the right moment to ensure you have a great experience. That is what LiveOps can do with CxEngage.²
The acquisition of the UserEvents CxEngage technology solidifies LiveOps¹ multichannel routing leadership by enabling the industry¹s first contextual routing solution for intelligent customer engagement. CxEngage makes customer data actionable in real time by picking up on patterns in behaviors, placing them in the context of the customer¹s brand journey and offering up ways in which brands can proactively delight customers. This includes the detection of patterns indicative of a positive or negative customer experience via ultrafast in-memory processing. This transformational technology will significantly reduce Customer Effort and increase First Contact Resolution, which are two key measures for improving customer experience and increasing customer loyalty and lifetime value.
³Building and maintaining customer loyalty and retention is a huge concern for brands of all sizes,² said Jeff Thompson, president and CEO, UserEvents. ³Understanding your customers goes beyond awareness of interaction history and past preferences. We believe that brands must have visibility into present needs and act proactively and immediately on that information based on patterns of events. Adding the CxEngage technology to LiveOps¹ existing routing solution packs a powerful punch for brands looking to transform how they manage the entire customer journey to deliver smarter, better, faster customer engagement.²
The LiveOps Platform will integrate the CxEngage contextual routing capabilities with the core platform and extend them to all LiveOps applications, including LiveOps Engage®, LiveOps for Salesforce® and custom applications built on top of LiveOps APIs. The UserEvents acquisition brings rich engineering talent to LiveOps, as well, and the UserEvents staff will join LiveOps immediately, with the former UserEvents New Brunswick, Canada office now serving as an additional LiveOps R&D facility designated for Big Data-driven technologies.
For more information on LiveOps, please visit http://www.liveops.com/.