Welcome!

Java IoT Authors: Liz McMillan, Jason Bloomberg, Zakia Bouachraoui, Elizabeth White, Yeshim Deniz

News Feed Item

Twilio and LiveOps Announce Strategic Alliance, One of the Largest Ever WebRTC Call Center Deployments

National Call Center Chooses to Migrate 500 Agent Seats to the Cloud with LiveOps and Twilio among the largest single WebRTC call centers in the world

SAN FRANCISCO, Sept. 18, 2013 /PRNewswire/ -- At the third annual TwilioCon conference in San Francisco, Twilio (http://www.twilio.com) and LiveOps, today 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.

(Logo: http://photos.prnewswire.com/prnh/20121016/SF94172LOGO)

"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."

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."

About Twilio
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.

About LiveOps
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.

SOURCE Twilio

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

IoT & Smart Cities Stories
Here are the Top 20 Twitter Influencers of the month as determined by the Kcore algorithm, in a range of current topics of interest from #IoT to #DeepLearning. To run a real-time search of a given term in our website and see the current top influencers, click on the topic name. Among the top 20 IoT influencers, ThingsEXPO ranked #14 and CloudEXPO ranked #17.
The Jevons Paradox suggests that when technological advances increase efficiency of a resource, it results in an overall increase in consumption. Writing on the increased use of coal as a result of technological improvements, 19th-century economist William Stanley Jevons found that these improvements led to the development of new ways to utilize coal. In his session at 19th Cloud Expo, Mark Thiele, Chief Strategy Officer for Apcera, compared the Jevons Paradox to modern-day enterprise IT, examin...
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settl...
Contextual Analytics of various threat data provides a deeper understanding of a given threat and enables identification of unknown threat vectors. In his session at @ThingsExpo, David Dufour, Head of Security Architecture, IoT, Webroot, Inc., discussed how through the use of Big Data analytics and deep data correlation across different threat types, it is possible to gain a better understanding of where, how and to what level of danger a malicious actor poses to an organization, and to determin...
@CloudEXPO and @ExpoDX, two of the most influential technology events in the world, have hosted hundreds of sponsors and exhibitors since our launch 10 years ago. @CloudEXPO and @ExpoDX New York and Silicon Valley provide a full year of face-to-face marketing opportunities for your company. Each sponsorship and exhibit package comes with pre and post-show marketing programs. By sponsoring and exhibiting in New York and Silicon Valley, you reach a full complement of decision makers and buyers in ...
There are many examples of disruption in consumer space – Uber disrupting the cab industry, Airbnb disrupting the hospitality industry and so on; but have you wondered who is disrupting support and operations? AISERA helps make businesses and customers successful by offering consumer-like user experience for support and operations. We have built the world’s first AI-driven IT / HR / Cloud / Customer Support and Operations solution.
LogRocket helps product teams develop better experiences for users by recording videos of user sessions with logs and network data. It identifies UX problems and reveals the root cause of every bug. LogRocket presents impactful errors on a website, and how to reproduce it. With LogRocket, users can replay problems.
Rafay enables developers to automate the distribution, operations, cross-region scaling and lifecycle management of containerized microservices across public and private clouds, and service provider networks. Rafay's platform is built around foundational elements that together deliver an optimal abstraction layer across disparate infrastructure, making it easy for developers to scale and operate applications across any number of locations or regions. Consumed as a service, Rafay's platform elimi...
Data Theorem is a leading provider of modern application security. Its core mission is to analyze and secure any modern application anytime, anywhere. The Data Theorem Analyzer Engine continuously scans APIs and mobile applications in search of security flaws and data privacy gaps. Data Theorem products help organizations build safer applications that maximize data security and brand protection. The company has detected more than 300 million application eavesdropping incidents and currently secu...