August 29, 2012
Eloqua Migrates To LiveOps Cloud Call Center Platform
Cloud contact center solutions provider LiveOps (News - Alert), Inc revealed that Eloqua (News - Alert) is going to leverage its cloud-based platform to deliver personalized customer support and increase the operational efficiency of its current contact center.
Toronto-based Eloqua Corp. is a marketing automation solution provider focused on the development of automated marketing and demand generation software and services for business-to-business marketers. The company has a strong position in the lead generation service market.
“We wanted an advanced cloud customer interaction management solution, not just another call center product. Our legacy on-premise call center simply can't keep pace with our fast growing and geographically expanding contact centers and agent workforce. LiveOps sets the standard for cloud contact center scalability, reliability and CRM integration. We look forward to leveraging LiveOps to deliver first rate customer service,” Ralf Riekers of Eloqua Global Support explained in a statement.
Eloqua, which has been previously using an on-premise contact center platform, has decided to migrate to the cloud-based LiveOps Platform in order to fully enjoy the full benefits of which the cloud exclusively offers call centers. No additional investment in their telephony infrastructure is required for this move.
Post deployment, the Eloqua contact center team will be IT independent. Using the highly intuitive and configurable user interface of LiveOps Platform, the contact center team will be able to make its own changes to call flows and routing to design the ideal customer experience, LiveOps explained in a statement.
At the initial stage, Eloqua will use LiveOps Platform to provide technical support for its standard support customers, through the contact center agents based in Toronto.
In the second phase, the platform will be used to deliver premium support, 24/7 to customers located around the world. In this stage, the solution will be used by the agents based in Toronto, London and Singapore.
Using LiveOps' highly scalable cloud-based solution, Eloqua ill be able to operate and manage multiple dispersed contact centers including home-based agents as a single center.
Eloqua is also going to use LiveOps Insight, the company’s analytics and reporting applications, which are expected to provide eloqua with information on a per call basis, providing a granular view into both the agent's performance as well as individual customer's experience via LiveOps Call Visualizer and Call Interaction reports.
Based on this detailed information, Eloqua hopes to derive actionable insights into how to better serve their customers.
“Eloqua works with organizations daily to help drive customer acquisition. They understand the value of having a flexible platform that enables the ability to control and modify the quality of the customer experience. Eloqua is future-proofing its customer service and support with LiveOps,” says SVP of Worldwide Cloud Application Sales at LiveOps,Vasili Triant.
“Unlike its competitors, social is inherent with LiveOps meaning Eloqua can interact with customers on Twitter and Facebook (News - Alert). The channels are already on the platform and no third-party integrations are needed. As Eloqua's needs evolve, the flexibility of the cloud allows LiveOps to evolve with them. This is a long term relationship we're building and we're excited to add them to our client roster.”
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Edited by Allison Boccamazzo