Abstract LiveOps OnDemand Call Center Platform for salesforce.com is a highly flexible, enterprise-grade call center platform with a seamless integration to Salesforce. This pay as you go solution enables customers to quickly ramp up a full featured inbound or outbound call center. Description LiveOps OnDemand Call Center Platform is the fast, simple path to a comprehensive call center management solution integrated to Salesforce. LiveOps’ SaaS-based solution enables customers to implement a call center rapidly with no capital expenditures or on-going maintenance expenses. The full-featured solution includes all the tools required to deploy an enterprise call center: agent sourcing, agent certification, e-learning, agent supervision and monitoring, agent collaboration, call routing/ACD, IVR, real-time/historical reporting, analytics, and much more. In addition, for those companies looking for agents to resource their OnDemand Call Center Platform, LiveOps has been recognized as the leader in the Home Based Agent Market and has a vast network of 20,000 experienced independent home agents available to represent companies in an effective and professional manner. Highlights Name OnDemand Telephony OnDemand Monitoring and Reporting Wrap Up and Call Logging 100% Call Recording Description Out-of-the box screen-pop, click-to-dial, call routing, hold and transfer features within the Salesforce application All caller and agent activity including service level metrics can be reported via reports and dashboards Call wrapup and complete call logging within the Salesforce application All calls are recorded and easily accessible for real time retrieval through the Activity History section of each Salesforce contact record. = Custom S-Control Type
Features & Benefits • • • • • • Highly flexible, enterprise-grade call center platform integrated to Salesforce Management of all phone interactions with customers seamlessly through your Salesforce desktop Visibility into your call center operation through real-time monitoring and reporting Management of your agent resources through a comprehensive, performancebased scheduling and auditing system Pay as you go model and pay for only minutes you use Network of 20,000 LiveOps home agents available to resource your call center
Key Reports & Dashboards Name Real-Time Monitoring Traffic Visualization Description LiveOps provides a real-time, customizable monitoring “dashboard” to view up to the minute contact center information including agent activity, call status, and queue status. LiveOps provides a real-time map showing the location of all logged-in agents and all callers, drawing connections between the two as calls are routed. The map breaks down calls by call type and shows calls in queue, the current number of agents logged in, and standard daily ACD statistics. LiveOps delivers the most robust reporting tools in the contact center industry. All components of the OnDemand Call Center Platform are tightly integrated into reporting. The tools support investigative data mining, allowing a call center administrator to drill deeply into data.
Integrated Reporting
Requirements External Service Salesforce.com Edition Specifications Publisher Type Salesforce.com Certification Pricing LiveOps Composite AppExchange certified Please contact a LiveOps Sales Representative Email: sales@liveops.com, Phone: 800-411-4700 LiveOps OnDemand Call Center Platform Enterprise, Unlimited
= Custom Object, = Custom Tab, = Custom Link, = Plug-In, = Composite Component
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