[August 17, 2011]

Dreamforce 2011: LiveOps Says Companies Need to "Embrace the Inevitable" and Move to the Cloud

At Dreamforce 2011 LiveOps (News - Alert), the leading provider of cloud contact center technology and talent, encourages contact center decision makers to not wait any longer and "embrace the inevitable" by migrating their contact centers to the cloud to "achieve the extraordinary." For more than a decade LiveOps has been successfully helping contact centers migrate to the cloud. LiveOps will be exhibiting at Dreamforce from August 30 to September 2 and can address cloud migration questions. Dreamforce takes place at San Francisco's Moscone Center and brings together the world's largest assembly of cloud innovators and strategists. LiveOps (booth #1109) is a Gold Sponsor of the event for the third consecutive year.

Visitors to the LiveOps booth (#1109) will see:

• Information about the LiveOps speaking session: Amazon Killed the Call Center & Reasons Your Contact Center Belongs in the Cloud hosted by industry analyst Sheila McGee-Smith, founder of McGee-Smith Analytics, with LiveOps' customers Matt Zemon, CEO, American Support and Chad Rycenga, CIO, Cobridge Communications on Wednesday, August 31 from 12:30 to 1:30 pm. As of this date, 141 people are pre-registered to attend this session.
• Information about LiveOps' Dreamforce Partner Theater Session: How to Assess Security from a Cloud Contact Center Provider with LiveOps' Niall Browne, the cloud contact center industry's first Chief Information Security Officer. This session takes place on Wednesday, August 31 from 3:30 to 3:45 pm.
• LiveOps showcase its contact center cloud platform integrated with Salesforce.com's (News - Alert) Service Cloud in an interactive demonstration knon by regular Dreamforce attendees as the "LiveOps Fish Bowl". While the fishbowl is located somewhere on the tradeshow floor, anyone visiting the LiveOps booth will be able to use their personal mobile device to call into the LiveOps cloud platform then watch on the Executive Dashboard, now available as part of LiveOps enterprise offering, as real-time statistics change while LiveOps intelligently routes and queues their call to the point of interaction with a Salesforce.com customer support agent. As reported last month by Customer Interaction Solutions, in 2009 Salesforce.com chose the LiveOps cloud platform for its network of 12 contact centers located in the U.S., Canada, Costa Rica, Australia, India, Japan, the Philippines, and Ireland.
• Live demonstrations of the following cloud applications:
  • Screen Recording - an industry-first application just announced in July, LiveOps Screen Recording with cloud-based storage enables companies to rapidly configure and deploy screen recording for quality monitoring, agent training, regulatory compliance, chat, e-mail, or SMS recording, as well as recording of other applications or reviewing agents' screens.
  • Call Flow Authoring - LiveOps enables companies to design and manage the customer interaction at each stage of an inbound call from arrival to post-call treatment.
  • EyeOps - LiveOps real-time monitoring application gives contact center managers the real-time information they need to monitor a variety of important details across assisted inbound or outbound or self-service (IVR) contacts.
  • Multi-channel - LiveOps platform integrated with chat, email, and SMS gives companies and consumers multiple choices for how they wish to interact.
• Information about the referral program between LiveOps and Infogain.
• Knowledgeable LiveOps cloud platform experts to answer questions about migrating contact centers to the cloud.

LiveOps is transforming sales and service work. The LiveOps contact center cloud platform enables companies to amplify every customer interaction while achieving measurable operational efficiencies. LiveOps also offers the largest contact center workforce of more than 20,000 independent agents to support a wide range of industries including financial services, insurance, retail, and technology. LiveOps is headquartered in Santa Clara, California. For more information, visit www.LiveOps.com.

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