LiveOps Email™

Digital Customer Engagement with Multichannel

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LiveOps Email is part of our LiveOps Classic application suite. For the latest and greatest, check out our AWS-hosted platform CxEngage.

The rapid growth of the digital consumer population is continuing to drive more demand for email communications in customer service. Customers expect faster and more personalized responses to emails in the same way as they receive with voice and chat interactions. LiveOps Email provides a better, integrated experience for the digital consumer with advanced blended capabilities to enhance customer engagements while significantly lowering the cost of customer service operations.

Unlike other email solutions, 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. With LiveOps Email, you deliver a seamless customer experience and best-of-class service—quickly, easily, and efficiently.

Better integrated customer experience

Enable personalized email experience with integrated to multichannel customer interactions history.

Increase customer outreach and response rate

Targeted outbound campaigns tailored to engage customers using web subscription and preferences.

Deliver instant and precise customer inquiry reply

Leverage custom business rules and intelligent routing to ensure emails are delivered to the right agent.

Reduce operational costs and improve agent productivity

Get the benefits of a true cloud solution with no CAPEX and free up IT resources.

WE USED TO DEAL WITH EMAILS IN 10 WORKING DAYS, NOW IT’S ONE. WE’VE FOUND IT VERY COST EFFECTIVE.

– Sarah Barrow, Head of Customer Services & Administration – Wokingham Borough Council

Robust functionality and rich features

Advanced Email Interactions

  • Intelligent skill-based routing to best available agent
  • Configure business rules that segment emails based on customers’ value
  • Interpret the content of messages and route to best skilled agent
  • Built-in spell and grammar check, and spam and virus detection for improved security
  • Guaranteed throughputs and delivery with built-in protection and auto-retry

Effective Outbound Outreach

  • Sophisticated outbound campaigns for event-specific alerts, marketing promotions, transaction confirmation, and more
  • Browser-based user interface allows for creating, modifying, and launching outbound campaigns
  • Blended outbound capabilities with SMS ensures 100% reliability
  • Web-based subscription with complete user preferences configuration
  • Complete view of all previous email threads and all other channel interactions including voice, chat, social, SMS
  • Pivot from email to web chat, social, or voice for a seamless cross-channel experience
  • Multi-model capability to interact with different media types

Integrated Agent Interface

  • Complete view of all previous email threads and all other channel interactions including voice, chat, social, SMS
  • Pivot from email to web chat, social, or voice for a seamless cross-channel experience
  • Multi-model capability to interact with different media types

Consistent Knowledge Exchange

  • Pre-defined templates for quality and accurate responses
  • Personalize emails with merged fields from your CRM system
  • Automate acknowledgements and replies
  • Embed links to direct customers to comprehensive web pages or knowledge base

Smart Business Analytics

  • Email performance monitoring including open, click-through, and unsubscribe rates
  • Integrated reporting of all customer and agent interactions across all channels in a single system
  • Real-time dashboard for supervisors to monitor key KPIs such as email volume

True Cloud Advantage

  • Software-as-a-Service with zero footprint requirements
  • Scalable platform with capacity on demand
  • Industry-proven reliability handling billions of transactions every year
  • Multi-layered security and industry standards compliance
  • Hassle-free maintenance
  • Access to latest technology with continuous upgrades

CxEngage™ by Serenova

The World's Most Cutting-Edge Cloud-Based Contact Center

Experience our built-from-the-ground-up contact center solution. 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.

Simple. Smart. Agile.