Notification - Gartner MQ 17

The 2017 Gartner Magic Quadrant for Contact Center as a Service is Here Download

Serenova LiveOps Classic Platform

Serenova's LiveOps Classic platform gives companies a cloud contact center solution that enables 24/7 support and a full view of the customer. Agents can engage in two-way, real-time interactions in your customer’s channel of choice. Our Classic Platform provides flexibility, intelligent routing, real-time reporting and interaction recording across every channel. Channels include voice, email, web chat, social, and SMS. 

LiveOps Classic 

Serenova's LiveOps Classic platform gives companies a cloud contact center solution that enables 24/7 support and a full view of the customer. Agents can engage in two-way, real-time interactions in your customer’s channel of choice. Our Classic Platform provides flexibility, intelligent routing, real-time reporting and interaction recording across every channel. Channels include voice, email, web chat, social, and SMS.

LiveOps Classic Architecture

LiveOps Engage™

LiveOps Engage is an integrated agent desktop that gives your agents a fast way to engage with today's social and multichannel customers. Handle phone, email, chat, SMS, and social media contacts, all within the same window.

LiveOps Voice™

LiveOps Voice delivers inbound, outbound and blended voice communications to enable your agents to engage customers with a wide-range of telephony options including TDM, VoIP and WebRTC. Provide agents with inbound and outbound calling using business rules that optimize your agents’ utilization and improve operational efficiencies.

LiveOps Chat™

The age of the digital consumer is driving increasing adoption of real-time online interaction channels to improve the customer experience and drive higher conversion rates. LiveOps Chat provides a better integrated experience for online customers with sophisticated capabilities that deliver just-in-time customer engagement to drive faster resolution and higher sales.

LiveOps Email™

LiveOps Email is an integral part of the LiveOps© Engage™ multichannel solution that provides agents with a 360-degree view of customer interactions across all channels. In addition, the blended outbound capabilities of email and SMS enable customers to deliver effective outreach campaigns based on customer preferences, resulting in improved first contact resolution and higher response rate.

LiveOps Social™

LiveOps Social provides a quick, easy and efficient way for you to bridge your contact center to your customers via social media and other mobile channels. You can be assured that you are engaging with customers in whatever contact channel they choose, with the capability to route these interactions to the right agent every time.

LiveOps SMS™

With LiveOps Social, agents can reply via SMS, all from the single integrated agent desktop. Outbound SMS is also a time-saving and cost-efficient way to send reminders or updates to your customers.

LiveOps Insight™

LiveOps Insight uses state-of-the-art data warehousing principles and flexible ad-hoc reporting to empower you to be the master of your performance data – all without requiring IT support.

LiveOps Authoring™

LiveOps Authoring, with its drag and drop interface, saves you time and money by allowing you to design end-to-end interaction flows, including call greetings, information gathering, CRM and social web lookups, queuing, intelligent routing and post-call surveys.

LiveOps Recording™

LiveOps Recording can capture as many concurrent agent screen interactions as needed without any hardware or software limitations. And, all recordings are encrypted securely in LiveOps data centers and can be retrieved for playback from a web browser for up to 1 year.

LiveOps for Twitter

LiveOps Social provides real-time social monitoring, intelligent routing, agent work queue assignment, template responses and built-in quality control and performance reports to ensure 100% Twitter response management.

CxEngage™ by Serenova

CxEngage is the always-on, highly secure, true multi-tenant, and instantly scalable Contact Center as a Service (CCaaS) platform designed to enable exceptional customer experiences anywhere, anytime. 

The CxEngage reporting dashboard