LiveOps this week debuted LiveOps Engage, a browser-based desktop agent app that centralizes myriad channels — phone, email, live chat, SMS, Twitter and Facebook — on one screen. The screen also displays the history of past interactions with the customer. “This release is bringing together all of the channels of communication, both inbound and outbound,” said CEO Marty Beard.
These various elements allow agents to respond to customers in the channel the customer prefers, or move to the channel best suited to resolve the issue.
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With LiveOps, All Customer Channels Are Created Equal
Posted by: Erika Morphy February 1, 2013 05:00 AMLiveOps this week debuted LiveOps Engage, a browser-based desktop agent app that centralizes myriad channels — phone, email, live chat, SMS, Twitter and Facebook — on one screen. The screen also displays the history of past interactions with the customer. “This release is bringing together all of the channels of communication, both inbound and outbound,” said CEO Marty Beard.
These various elements allow agents to respond to customers in the channel the customer prefers, or move to the channel best suited to resolve the issue.