SANTA CLARA, Calif., March 27, 2008 /PRNewswire/ — LiveOps, the virtual call center company, today announced the integration and certification of its On-Demand Call Center Platform with the Salesforce CRM application suite. This integration provides in-bound and out-bound telephony management, call routing, agent availability, CTI screen pop and call control for use with Salesforce CRM. Agents using the Salesforce Call Center application benefit from skills and performance based routing, immediate access to caller information through CTI, and the ability to manage calls with the click of a mouse from within Salesforce. A demo of the LiveOps solution is immediately available on the AppExchange at: http://www.salesforce.com/appexchange/.
With this integration, LiveOps On-Demand Call Center Platform offers a highly flexible, enterprise-grade CTI solution that works seamlessly with the Salesforce Call Center application. By offering a comprehensive solution, customer service and call center managers have a complete, end-to-end call center solution that gives them full visibility into their operations and agent performance with real-time monitoring and reporting.
“LiveOps today runs the largest virtual call center with over 20,000 home agents. Our On-Demand Call Center Platform and our community of home agents, combined with the Salesforce Call Center application, allows companies to create a much more flexible solution that can rapidly scale up in both infrastructure and agents,” said Jon Temple, President of World Wide Operations at LiveOps. “This joint solution from LiveOps and salesforce.com will drive customer success as companies are finally able to experience the advantages of the next generation of call centers.”
The LiveOps On-Demand Call Center Platform provides comprehensive in-bound and out-bound call management, monitoring, workforce and quality management, complementing the agent console, call scripting and email management features of the Salesforce Call Center application. The LiveOps on-demand solution enables customers to quickly ramp up a full-featured in-bound or out-bound call center with no capital expenditures or ongoing maintenance expenses.
“Thousands of companies are using the AppExchange to extend the benefits of Software-as-a-Service applications throughout their enterprises,” said Clarence So, chief marketing officer, salesforce.com. “Now, salesforce.com customers can quickly and easily deploy LiveOps via the AppExchange to complement the Salesforce Call Center application, delivering greater flexibility and the ability to respond quickly to changes in the business. And, unlike traditional call center solutions, this solution can be deployed in days versus months.”
Force.com Platform and the AppExchange
Force.com (http://www.force.com/) reinvents the traditional development, deployment and distribution of any business application with platform-as-a-service. Developers, customers and partners can use Force.com to easily create a new generation of on-demand applications and deploy them worldwide as a service. Force.com allows applications to be easily shared, exchanged and installed with a few simple clicks via salesforce.com’s AppExchange marketplace, enabling all the innovation that Force.com unleashes to be easily distributed to the entire on-demand community.
The AppExchange economy continues to expand, with thousands of customers installing applications via the AppExchange. Customers of all sizes can quickly and easily extend Salesforce with additional on-demand business applications available on the AppExchange, found at http://www.salesforce.com/appexchange/.
About LiveOps, Inc.
LiveOps (http://www.liveops.com), the virtual call center company, frees businesses from the constraints of traditional call center models. LiveOps provides the only complete solution with on-demand applications, home agents and proven best practices that deliver breakthrough results. LiveOps on-demand call center applications instantly provide an enterprise-scale virtual call center infrastructure, while its network of 20,000 home agents provide unmatched customer service. LiveOps’ cost effective solutions provide greater flexibility, quality, scalability and control than traditional call center technology providers.