LiveOps released the Spring 09 edition of its LiveOps On-Demand Contact
Center Platform on April 21. The new edition is designed to increase productivity
of enterprise contact centers with new administration capabilities and legacy
contact center integration.
LiveOps runs virtual call centers for business clients.
The Spring 09 edition of the On-Demand Contact Center Platform adds chat and
e-mail capabilities, an enhanced user interface and tools for building
post-call surveys.
Along with a number of other IT companies, LiveOps has been attempting to
meet enterprise customer service needs through cloud-based computing solutions.
In a recessionary environment, enterprises are finding that SAAS (software as a
service) solutions could present an alterative to investing in data center
infrastructure.
"Because it is delivered as a service on a pay-as-you-go model,
customers aren't constrained by large up-front capital expenditures that are
required with premise[s]-based solutions," Wes Hayden, president of
LiveOps, said in a statement.
Other IT companies have been making substantial movements into SAAS for
enterprise clients, particularly in the area of customer relations.
In March, Salesforce.com
announced that Twitter
would become the latest social networking application to be integrated into its
Service Cloud, bolstering a cloud-based customer service channel that also
includes Facebook connections and Google search.
Analysts have been predicting that clouds from Salesforce.com and Google
could very well end up in heavy competition against Microsoft Windows Azure and
Amazon.com for IT clients' dollars. As the recession continues, more and more
chief financial officers may look to cloud
computing and SAAS solutions as a way to improve the bottom line.
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