LiveOps Named OnDemand Top 100 Private Company for Third Consecutive Year

May 21, 2013

What major problem is your company trying to solve?
Is the market ready for you?
Are you gaining traction?

These were the questions buzzing around the networking launch party for the OnDemand 2013 last night in Palo Alto. Each year, this two day event draws some of the brightest minds and top entrepreneurs to discuss and debate current hot trends. I’m proud and honored to say that this is the third consecutive year that LiveOps has been invited to participate and be recognized with an AlwaysOn OnDemand 2013 Top 100 Private Company award.

By the way, LiveOps’ answer to all three questions is YES. And here’s why:

1. Never before in the history of this 30-plus years customer service contact center industry have consumers been in control and demanding that brands engage them when, where and how the consumer wants. Mobile devices provide access—anytime, anywhere—and social media is providing massive opportunities for consumers to gain information from other consumers. Information about products, services and brands, as well as the opportunity to influence each other about how, when, where, and why they should or should not do business with a brand.

2. The market is ready because consumers are demanding customer service the way they want it and the old, traditional on-premise call center solutions just can’t make the grade. They can’t keep up. Contact center decision makers have watched and waited as other departments wow their c-level executives with cost-efficient and productivity producing cloud solutions. As the pricey maintenance fees for hardware and software licenses of on-prem technologies come up for renewal, the c-level executives are now giving the green light to the contact center to migrate to the cloud. For LiveOps, timing really is everything.

3. Since the launch of LiveOps Engage, we have significantly shortened our sales cycle from the industry average of six to nine months, to 60-90 days. If there is one thing we’ve become really good at, it’s gaining traction. LiveOps’ rich history in providing agent services to the direct response industry has enabled us to create a highly scalable cloud platform that has proven that it can go big and scale. This proven scalability, coupled with the power of the cloud to enable globalization of operations, is allowing us to add new customers at unprecedented rates. In fact, we’ve recently had a surge of activity with global brands who have global contact center operations. Our global experience with customers like Salesforce.com and Symantec, who have deployed multiple contact centers in a wide variety of countries on LiveOps Platform, gives us a leg up on the power of cloud for globalization.

During the event, Scott Irwin, General Partner of Rembrandt Venture Partners, observed that when evaluating a disruptive technology, such as what is represented in this Top 100, it is important to look not only at whether it is a catalyst for change, but also if the market is timed to embrace the change. LiveOps is the epitome of his observation: a cloud contact center solution, with a multichannel plus social and mobile agent desktop, that is poised to be the catalyst for change—that is so desperately needed—in the global, customer service industry.

− Marty Beard, President & CEO, LiveOps


Dreamforce 2012: Catch Us In The Clouds This Week

February 14, 2013

Dreamforce 2012

Dreamforce 2012

“Touch the Social Enterprise” is the theme around this week’s cloud computing event of the year – Dreamforce 2012. With four days of breakout sessions, exhibitions, and CRM success stories, Dreamforce is a must attend event for those in the industry. Enabling the social enterprise to excel at customer service is exactly what we’ve been focused on this year, so it’s no surprise that you will find us at Salesforce.com’s largest event. In between attending sessions, leading sessions, and demoing the LiveOps Platform and LiveOps Applications, we will stress how social customer service has become a necessity for brands. This is why we are ushering in a new era to CRM, and, as always, we’re proud to support Salesforce.com’s contact center.

We have a number of activities going on at Dreamforce this week, including three speaking sessions. Today, at 3:30 p.m. in Moscone West, 3020, our Chief Marketing Officer, Ann Ruckstuhl, will speak to the session “Focus on the Customer: The Colliding Worlds of the CMO & CIO.” Ann and other panelists will participate in a lively discussion about the speed of social marketing and how it is creating unprecedented demands on CIOs to support the CMO. Attendees will learn best practices on how the marketing and IT teams can rally around the customer in creating social apps for awareness, conversion, and loyalty.

At the same time, in the Expo Hall – Partner Theater 2, our CTO, Cloud Platform and Telephony, Keith McFarlane, will speak on “Enhancing Social CRM with Contact Center Technologies.” He will discuss how modern contact center technologies multiply the value of social CRM by amplifying its reach across multiple communications channels. In this session, Keith will touch on the best practices for developing web callback, social pivot, and bulk contact center data administration apps. Keith will also be giving an interactive demo using the LiveOps cloud Contact Center Platform.

We will conclude our speaking participation with a breakout session on the “Dynamic Customer Journey: A New Age of Customer Service” on Thursday, September 20 at 10:30 a.m. at the San Francisco Marriott Marquis – Foothill G. Jeremiah Owyang, Altimeter Group, Partner & Industry Analyst; Sarah Barrow, Wokingham Borough Council, Head of Customer Service & Administration; and Stefan Osthaus, Symantec, VP, Customer Experience will ask the question: Is social media killing your brand? This session – for CRM, marketing, and customer service practitioners – will be led by Jeremiah Owyang and will provide real world experiences and solutions from Symantec and a UK Government visionary. They will discuss how customers are evolving, lessons learned, and best practices for managing the dynamic customer journey.

You can also catch us at booth #1321 where we will provide demos of the LiveOps Platform and LiveOps Applications, including LiveOps Social. Additionally, Salesforce.com is showing their live call center powered by LiveOps on the expo floor in their Campground area.

And, if you’re feeling really engaging, follow us on Twitter and stay up to date on ways your brand can bridge the gap with your customers and touch the social enterprise!

Marty Beard, President and CEO, LiveOps

Marty Beard, President and CEO, LiveOps

 


The LiveOps Channel Partner Program: A Match Made In The Cloud

December 6, 2012
Vasili Triant, SVP of Cloud Application Sales, LiveOps

Vasili Triant, SVP of Cloud Application Sales, LiveOps

How many times in the past year have you raved about the business benefits of the cloud? Are you interested in helping IT decision makers take their organizations to the cloud? You’re not alone. According to a recent report by market intelligence firm IDC, the rapid evolution of cloud services along with growing awareness about their benefits has led to deployments by business managers as well as IT managers during 2012. It’s safe to say the days of “kicking the tires” on moving to the cloud are behind us. More and more, businesses are starting to realize the benefits of cloud solutions over on-premise solutions, including cost-effectiveness, faster roll-out times, scalability, reliability and security.

We’re starting to see this business shift take hold at LiveOps, as well. As a company that has been in the business of customer service for more than a decade, we have seen trends come and go. We believe cloud is the new standard alternative to costly on-premise products, which is why we introduced our cloud contact center – the LiveOps Platform –  years ago, and our Channel Partner Program earlier this year when I was graciously appointed SVP of Worldwide Cloud Application Sales.

We recently announced a great start to our Partner Program, as companies actively participating are experiencing early and ongoing success in delivering cloud contact center solutions to their customers. The number of queries we get from new partners who want to be a part of our network is astounding, as well as the sales activity those partners realize soon after joining us. These are simply proof points supporting our belief that cloud is here to stay.

We’re also seeing this increase in cloud adoption taking place in the industry. At Dreamforce last year, we heard the questions “What is a cloud contact center?” and “Why should I go to the cloud?” This year, the questions turned to “How quickly can I get started?” to “How do I migrate off prem?” to “My CIO is telling me I have to move—can you help me?”

It’s clear that companies are ready to make the transition. What’s even clearer are the benefits of joining our Partner Program, which is designed around two key principles:

  1. Empower our partners with the tools and support needed to succeed.
  2. Reward our partners for higher levels of revenue and commitment to LiveOps.

Through the program, partners can increase their bottom lines with monthly recurring revenue by leveraging LiveOps’ industry-leading cloud contact center technology along with sales support, marketing tools, training and more.

For more information on the LiveOps Channel Partner Program and how to become a partner, please visit http://www.liveops.com/company/partner-program. We look forward to partnering with you in the cloud!


Holiday Giving Has Gone Social with Second Harvest Food Bank

November 26, 2012

We’re partnering with Second Harvest Food Bank this holiday season to empower our social networks to help families in need. By participating in the Cyber Monday/Giving Tuesday Challenge, you can generate much needed meals for Second Harvest to give to our neighbors and help end local hunger. As if the joy of giving isn’t reason enough to participate, the ease of participating is simply delightful!  You and other members of the online community can earn $5 (10 meals) for Second Harvest by doing any or all of the following:

Click, Share and Tweet Your Way Through Cyber Monday:

  • Like Second Harvest on Facebook or follow them on Twitter
  • Share the challenge photo below on your Facebook page
  • Tweet or retweet: Feed hungry families on #CyberMonday, #LiveOps donates $5 for each RT or new follower of @2ndharvest bit.ly/LiveOpsChallenge
Cyber Monday / Giving Tuesday Challenge

Cyber Monday / Giving Tuesday Challenge

Get Creative on Giving Tuesday:

  • Watch this video on YouTube to meet one of the local families your efforts support
  • Share a picture of yourself (or pets/kids) holding a sign that says “I’m fighting local hunger with Second Harvest Food Bank! #GivingTuesday” and mention @2ndharvest and @LiveOps on Twitter or post it on the Food Bank’s Facebook page

We want to partner with you to help spread the word about ending local hunger and will donate up to $5,000 for your clicks, shares, retweets, tweets, video views and more! Please share with your social network, friends and family to help us reach Second Harvest Food Bank’s 10,000 meal goal.

We appreciate your support for Second Harvest Food Bank and their mission to provide food for people in need in our community this holiday season and around the year! Let the challenge begin!

Ann Ruckstuhl, SVP and Chief Marketing Officer, LiveOps

Ann Ruckstuhl, SVP and Chief Marketing Officer, LiveOps


Recent Visit to the UK Begs the Question: How Do We Make Citizen-to-Government Interactions More Social?

October 2, 2012
Marty Beard keynotes at the Excellence in Customer Service conference

Marty Beard keynotes at the Excellence in Customer Service conference

Earlier this year, the Minister for the Cabinet Office, Francis Maude, launched the United Kingdom’s Civil Service Reform Plan in which “digital by default” is a central theme for making public services more efficient by 2014. We’re honored to be a part of enabling this change. Technology from LiveOps has played a key role in transforming the communication choices in UK public service organizations, such as the Wokingham Borough Council and Royal Mail. The demand to deliver customer service better, faster and more efficiently has increased across the board. Over a third of UK citizens have already engaged with brands via social media. Now they are demanding even more communication choices, such as phone, e-mail, chat and even SMS.

Last week, we had the opportunity to attend two prominent UK customer service events – Excellence in Customer Service: Supporting Quality Public Services and Ovum Customer Experience Management Forum. At both events, I was able to address best practices for social and mobile customer service in public service organizations, as well as the changing customer service landscape in the UK.

In my keynote at the Excellence in Customer Service conference, I covered a number of topics regarding citizen-to-government exchanges and the increase in interactions within the social and mobile sphere. I also posed the question: constituents are discussing citizen programs and services on social and mobile channels, but is the government listening, monitoring and engaging with their constituents? I highlighted two of our lighthouse customers – Wokingham Borough Council and Royal Mail – that have effectively engaged with customers via new social and mobile communications channels. Both organizations have successfully transformed from the traditional to cross-channel customer service contact centres, allowing them to increase customer satisfaction, productivity and cost effectiveness. Wokingham Borough Council, despite being the worst funded unitary authority in the UK last year, achieved a 96 percent rating in the Top 50 Contact Centres for Customer Service and was named the number one council for the second year running. By implementing cross-channel customer support with LiveOps, Wokingham was able to gain productivity and deliver more services without increasing staffing.

UK public organizations are in the process of innovating their people, processes and use of technology to deliver better customer service. The public service sector has between 12 and 18 months to evolve their legacy infrastructure to an agile, multichannel platform. LiveOps is well positioned to help them with this evolution.

Every day through the LiveOps Platform and LiveOps Applications, we are helping enterprise and government organizations bridge the social divide with the tools they need to communicate directly with their customers via the social media channels they love. Implementing cross-channel customer service is leading a transformation in the way government organizations communicate with their customers.

Marty Beard, President and CEO, LiveOps

Marty Beard, President and CEO, LiveOps


Dreamforce 2012: Modifying the Roles of CMO and CIO to Fit the Social Revolution

September 21, 2012

A hot topic at salesforce.com’s Dreamforce conference this week was the impact of the Social Revolution on the roles of chief marketing officers (CMO) and chief information officers (CIO). Now, more than ever, these two department heads need to work together to address and accept how technology and social tools are shaping companies, their customers, and the relationship that links them.

I had the opportunity to join the session “Focus on the Customer: The Colliding Worlds of the CMO & CIO” with other CMOs and CIOs. I joined co-panelists John Dunn, CIO, GE Healthcare; Douglas Menefee, CIO, Schumacher Group; and Catherine Hernandez-Blades, Chief Marketing and Communications Officer, Flextronics to discuss the speed of social marketing and how it is creating unprecedented demands on CIOs to support the CMO and vice versa. Their responsibilities must be updated to align with new IT and the demands of customers and employees to communicate via social channels. As these technologies and demands come about, CMOs and CIOs will increasingly find themselves working together to create a better outcome for the company and their customers. As I mentioned during the session, the consumerization of IT, and most recently the growth of cloud, has created the need for a new breed of CMOs. A Gartner study recently predicted that CMOs will spend more on technology than CIOs by 2017, and I believe we’re going to start seeing more CMOs owning operations and technology functions while CIOs become advisers to them. Together, CMOs and CIOs can establish the perfect Ying/Yang relationship that will enable them to usher their company into the Social Revolution.

Watch the video for a quick recap on my participation in the session, and stay tuned next week for a wrap-up post on key trends and takeaways from Dreamforce!

– Ann Ruckstuhl, Chief Marketing Officer, LiveOps


Dreamforce 2012: Catch Us In The Clouds This Week

September 18, 2012
Dreamforce 2012

“Touch the Social Enterprise” is the theme around this week’s cloud computing event of the year – Dreamforce 2012. With four days of breakout sessions, exhibitions, and CRM success stories, Dreamforce is a must attend event for those in the industry. Enabling the social enterprise to excel at customer service is exactly what we’ve been focused on this year, so it’s no surprise that you will find us at Salesforce.com’s largest event. In between attending sessions, leading sessions, and demoing the LiveOps Platform and LiveOps Applications, we will stress how social customer service has become a necessity for brands. This is why we are ushering in a new era to CRM, and, as always, we’re proud to support Salesforce.com’s contact center.

We have a number of activities going on at Dreamforce this week, including three speaking sessions. Today, at 3:30 p.m. in Moscone West, 3020, our Chief Marketing Officer, Ann Ruckstuhl, will speak to the session “Focus on the Customer: The Colliding Worlds of the CMO & CIO.” Ann and other panelists will participate in a lively discussion about the speed of social marketing and how it is creating unprecedented demands on CIOs to support the CMO. Attendees will learn best practices on how the marketing and IT teams can rally around the customer in creating social apps for awareness, conversion, and loyalty.

At the same time, in the Expo Hall – Partner Theater 2, our CTO, Cloud Platform and Telephony, Keith McFarlane, will speak on “Enhancing Social CRM with Contact Center Technologies.” He will discuss how modern contact center technologies multiply the value of social CRM by amplifying its reach across multiple communications channels. In this session, Keith will touch on the best practices for developing web callback, social pivot, and bulk contact center data administration apps. Keith will also be giving an interactive demo using the LiveOps cloud Contact Center Platform.

We will conclude our speaking participation with a breakout session on the “Dynamic Customer Journey: A New Age of Customer Service” on Thursday, September 20 at 10:30 a.m. at the San Francisco Marriott Marquis – Foothill G. Jeremiah Owyang, Altimeter Group, Partner & Industry Analyst; Sarah Barrow, Wokingham Borough Council, Head of Customer Service & Administration; and Stefan Osthaus, Symantec, VP, Customer Experience will ask the question: Is social media killing your brand? This session – for CRM, marketing, and customer service practitioners – will be led by Jeremiah Owyang and will provide real world experiences and solutions from Symantec and a UK Government visionary. They will discuss how customers are evolving, lessons learned, and best practices for managing the dynamic customer journey.

You can also catch us at booth #1321 where we will provide demos of the LiveOps Platform and LiveOps Applications, including LiveOps Social. Additionally, Salesforce.com is showing their live call center powered by LiveOps on the expo floor in their Campground area.

And, if you’re feeling really engaging, follow us on Twitter and stay up to date on ways your brand can bridge the gap with your customers and touch the social enterprise!

Marty Beard, President and CEO, LiveOps

Marty Beard, President and CEO, LiveOps


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