Inc., the global leader in cloud contact center and customer service
solutions, announced today that Axcient,
a leading provider of cloud-based Recovery-as-a-Service solutions, has
deployed the LiveOps
for Salesforce solution to streamline its technical support
operation for its inbound and outbound customer interactions.
"Since deploying LiveOps for Salesforce, we have increased both
performance and profitability, but more importantly, we have
significantly improved our customer interaction process and seen a
dramatic increase in customer satisfaction scores," said Pam Lyra, vice
president, Customer Satisfaction, Axcient. "With LiveOps, we are now
able to answer calls in less tha 30 seconds, our agents are more
productive and we have greatly reduced both our operational and ongoing
costs. All of which are critical in today's demanding and competitive
LiveOps for Salesforce cloud solution has enabled Axcient to
significantly reduce its average speed to answer calls and has ensured
Axcient is getting the most out of the company's CRM investment. Through
Salesforce Open CTI integration, agents have access to a feature-rich,
embedded phone panel within the Salesforce desktop. The LiveOps phone
panel gives agents complete call control and includes automatic screen
pops that supply the agent with comprehensive customer case information
in real-time. In addition, Axcient has leveraged LiveOps' advanced "Call
Back" feature to offer callers the choice of receiving a call back
rather than holding for the next available agent. These key features
have assisted Axcient in improving customer satisfaction by more than 30
"The LiveOps for Salesforce solution continues to deliver tangible
benefits with its deep integration with Salesforce," said Vasili Triant,
senior vice president, Global Cloud Applications Sales, LiveOps.
"Deployment of the cloud solution is quick and seamless, allowing
Axcient to focus on their core business while improving agility and
For more information on LiveOps, please visit: http://salesforce.liveops.com.
About LiveOps, Inc.
LiveOps is the global leader in cloud contact center and customer
service solutions. More than 350 companies around the world, including
Salesforce.com, Symantec, Royal Mail Group, Ideal Living 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 US-based
cloud contact center of 20,000 home-based, independent agents. With more
than 10 years of cloud experience LiveOps is the partner of choice for
companies wanting to migrate to the cloud. Headquartered in Redwood
City, California with European regional headquarters in London, LiveOps
supports a wide range of industries, including retail, financial, health
care, insurance and high tech. For more information, visit www.LiveOps.com.
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