This news is important because it signals new moves by a key player in the cloud-based customer service space and, from a broader perspective; it’s an indicator that omnichannel communications in the contact center are here to stay.
UserEvents sells a contextual routing engine called CxEngage that aggregates and processes events on mobile, social, voice, and web channels in real time. That complements the solution LiveOps introduced last year that it says is the first cloud-based contact center platform to give brands the ability to easily interact with customers across any public and private channel including Twitter (News - Alert)/Facebook, chat, e-mail, mobile, and text. LiveOps Engage integrates phone and messaging panels into a single interface so contact center agents can respond to customers in the channel of their choice.
Marty Beard, chairman and CEO at LiveOps, says the UserEvents acquisition challenges old ways of doing business.
“It is no longer enough to measure customer satisfaction for each channel separately,” says Beard. “Consumers shift between channels, and contact centers must adapt to better manage these fragmented interactions across voice, e-mail, 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.”
In an interview with TMCnet in December, Ann Ruckstuhl, senior vice president and CMO of LiveOps said the delivering a pure cloud contact center solution has always been the company’s calling. And she noted that in addition to LiveOps Engage, the company offers LiveOp Management Applications; a platform as a service, under which LiveOps created connectors for CRM and workforce management solutions from partner companies; and an Embedded LiveOps for Salesforce solution so employees working in a sales cloud or marketing cloud never have to leave that environment.