|By Carmen Gonzalez||
|September 19, 2013 05:30 PM EDT||
Click here to follow ▸@WebRTCSummit
At the third annual TwilioCon conference in San Francisco, Twilio and LiveOps announced a strategic alliance in the call center space and their first joint customer, a 500 agent-seat call center provider specializing in order taking for leading U.S. restaurants. The customer chose LiveOps for its integrated multi-channel plus social desktop, LiveOps Engage, and integration with WebRTC powered by Twilio. This 500 seat call center is one of the single largest deployments of WebRTC in its young history.
"WebRTC is no longer part of the 'imagine-if-you-will' contact center of the future, it's now part of today's strategic cloud contact center offerings," said Marty Beard, president and CEO of LiveOps. "Today's news about our first joint customer is just the beginning. The ease of WebRTC combined with the power of LiveOps Engage is enabling contact center decision makers to completely migrate their entire infrastructure to the cloud—contact center plus telephony. This is a powerful value proposition. WebRTC is disrupting the call center industry and we're excited to be leading this disruption."
Twilio website link (photo copyright Twilio)
LiveOps Engage is integrated with Twilio Client with zero downloads. The solution provides a single browser-based agent desktop to further improve usability, increasing productivity and enhancing the customer experience across all channels on a single screen.
LiveOps Engage with WebRTC enables companies to deliver the best in-app calling experience for PCs, mobile phones and tablets. Inbound and outbound calls are routed directly via a web browser, dramatically reducing costs while enhancing agent experience and productivity. The solution also speeds up the time to deploy more cost-effective home-based agent services.
Because of the simplicity and ease of LiveOps' Twilio Client powered WebRTC Engage portal, agents can start answering calls just with a browser and broadband connection without the need for a physical phone and no additional software to purchase or download.
"We're very impressed with the customer experience that LiveOps was able to create with their Engage product," said Twilio CEO and co-founder Jeff Lawson. "We are very proud to help power LiveOps and look forward to the near limitless possibilities of WebRTC development. We can't wait to see what they build next."
Twilio (www.twilio.com), the cloud communications company, is reinventing telecom by merging the worlds of cloud computing, web services and telecommunications. Twilio provides a telephony infrastructure web service in the cloud, allowing web developers to integrate voice and messaging communications into their web, mobile and traditional phone applications. The company is privately held and is headquartered in San Francisco, California.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 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 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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May. 28, 2015 03:00 PM EDT Reads: 4,704
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May. 28, 2015 01:00 PM EDT Reads: 6,649
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, June 9-11, 2015, at the Javits Center in New York City. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be
May. 28, 2015 12:15 PM EDT Reads: 2,969
SYS-CON Events announced today that MetraTech, now part of Ericsson, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Ericsson is the driving force behind the Networked Society- a world leader in communications infrastructure, software and services. Some 40% of the world’s mobile traffic runs through networks Ericsson has supplied, serving more than 2.5 billion subscribers.
May. 28, 2015 12:00 PM EDT Reads: 2,360
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May. 28, 2015 12:00 PM EDT Reads: 2,548
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York City, NY. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption by amplifying "faint signals" from the alpha geeks who are creating the future. An active participa...
May. 28, 2015 11:30 AM EDT Reads: 1,142
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May. 28, 2015 11:15 AM EDT Reads: 1,016
There will be 150 billion connected devices by 2020. New digital businesses have already disrupted value chains across every industry. APIs are at the center of the digital business. You need to understand what assets you have that can be exposed digitally, what their digital value chain is, and how to create an effective business model around that value chain to compete in this economy. No enterprise can be complacent and not engage in the digital economy. Learn how to be the disruptor and not the disruptee.
May. 28, 2015 11:08 AM EDT Reads: 790
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May. 28, 2015 10:00 AM EDT Reads: 4,602
Buzzword alert: Microservices and IoT at a DevOps conference? What could possibly go wrong? In this Power Panel at DevOps Summit, moderated by Jason Bloomberg, the leading expert on architecting agility for the enterprise and president of Intellyx, panelists will peel away the buzz and discuss the important architectural principles behind implementing IoT solutions for the enterprise. As remote IoT devices and sensors become increasingly intelligent, they become part of our distributed cloud environment, and we must architect and code accordingly. At the very least, you'll have no problem fil...
May. 28, 2015 10:00 AM EDT Reads: 2,346
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May. 28, 2015 09:00 AM EDT Reads: 3,189
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May. 28, 2015 06:00 AM EDT Reads: 5,061
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May. 28, 2015 05:00 AM EDT Reads: 6,278
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May. 28, 2015 04:00 AM EDT Reads: 6,761
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May. 28, 2015 03:00 AM EDT Reads: 5,422