Contact Center Industry News

TMCNet:  Axcient Improves Customer Satisfaction With LiveOps For Salesforce

[April 02, 2014]

Axcient Improves Customer Satisfaction With LiveOps For Salesforce

REDWOOD CITY, Calif. --(Business Wire)--

LiveOps, 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 (News - Alert) 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 market space."

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 (News - Alert) 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 percent.

"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 increasing profitability."

For more information on LiveOps, please visit:

About LiveOps, Inc.

LiveOps is the global leader in cloud contact center and customer service solutions. More than 350 companies around the world, including (News - Alert), 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

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