UMG and LiveOps Join Forces in Contact Center Exchange Program

<p class="bwalignc"><i>Revenue Optimization Package and Reporting Capabilities Deciding Factors in New Relationship</i></p><p><location value="LU/us.ca.sanara" idsrc="xmltag.org">SANTA CLARA, Calif.</location>--(BUSINESS WIRE)-- <org>Universal Marketing Group</org> (UMG), a leading sales driven contact center, has chosen to participate in the LiveOps Contact Center Exchange Program, a comprehensive opportunity for outsourcers seeking to rapidly expand their capabilities or update their technology with a more flexible, cost-effective solution. Joining the program enables UMG to utilize the results-driven intelligent routing, security, and scalability of the LiveOps cloud-based platform. In addition, UMG will be able to engage with LiveOps to access LiveOps’ community of more than 20,000 independent home-based agents and LiveOps will have access to UMG’s specialized agents. </p><p> “When we began exploring our options particularly in the cloud, we looked at all of LiveOps’ competitors and what we found was that the capabilities like reporting, routing, scalability, and security are simply better proven with LiveOps. The flexibility of LiveOps platform enables it to easily align with our business today and allows us to grow at the pace we need and in the direction we want,” explained <person>Steve Horst</person>, Managing Partner, UMG. “We are excited about this opportunity to grow our business with LiveOps.” </p><p> As part of the program UMG will utilize LiveOps’ on-demand platform and only pay for what they use, which significantly reduces the capital expenditures normally required when a company is ready to expand its contact center. To ensure a smooth deployment, UMG will team up with LiveOps to learn how to leverage the platform tools, training, and processes needed for success. Also part of the program is the ability for UMG to combine the LiveOps platform with a revenue optimization package—customized services to help them successfully deliver the right up-sell offer to each contact and take advantage of every revenue-generating opportunity. </p><p> By engaging with LiveOps to leverage the LiveOps platform, UMG can scale quickly with on-demand access to LiveOps community of agents. Companies can benefit from this relationship by directing LiveOps or UMG to route overflow calls seamlessly and efficiently to one or the other. This team approach to overflow call handling gives companies the opportunity to have access to UMG’s or LiveOps’ specialized agents for specific campaigns. </p><p> “UMG is well-positioned to expand their business and increase their ability to scale quickly from a technology perspective, as well as from a talent perspective. At LiveOps, our technology to talent expertise allows us to address both UMG’s needs. Our intelligent routing, for example, was designed to utilize our cloud-based technology to intelligently route to the best talent thereby maximizing our clients’ earning potential,” said <person>Matt Fisher</person>, GM and EVP, Agent Division, LiveOps. “The Contact Center Exchange Program was designed with companies like UMG in mind. We evaluated a number of brick-and-mortar contact centers and found UMG to be among the best. I’m thrilled that we’re able to create this new, mutually beneficial relationship and am confident that our customers will benefit as well.” </p><p> Reporting and analytics are at the core of the LiveOps platform to provide unprecedented visibility and access to real-time and historical contact center data. Serving as a central repository of all contact center information as well as agent- , program- , and campaign-related information, within reporting are also configurable real-time dashboards that deliver a complete view of both real-time and intra-day within one browser-based application. In addition, LiveOps provides a map-based, real-time display that depicts a graphical report of all platform activity. This revolutionary tool graphically displays calling areas so that managers can immediately identify call traffic. And, in addition to powering the LiveOps community of independent U.S.-based agents, the LiveOps platform gives customers access to a range of revenue maximization programs, such as partner affinity offers and other cross-sell and upsell programs. </p><p> “As a current UMG and LiveOps customer, we are thrilled UMG will now have access to the LiveOps platform. LiveOps has such an outstanding reputation in the DR industry for a number of reasons: great technology, smart people, and access to exceptional community of highly-skilled home-agents,” said <person>Vicky Sroloff</person>, Executive Vice President of Marketing at Modern Media. </p><p><b>About LiveOps</b></p><p> LiveOps is the only contact center leader solely focused on providing an enterprise-grade platform, applications, and talent in the cloud. More than 200 companies, including <a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2FSalesforce.com&esheet=6859886&lan=en-US&anchor=Salesforce.com&index=1&md5=a273dfe64e624496df56f909072614eb">Salesforce.com</a>, AAA, and Symantec, trust LiveOps to deliver intelligent, real-time routing, skilled talent, multi-channel interactions, and insights that take advantage of today’s proactive consumer to grow their businesses. LiveOps’ decade’s worth of technology to talent experience has enabled it be a trusted partner for companies that need to migrate their mission-critical contact center to the cloud. With access to the largest contact center workforce of 20,000 agents, the company supports a wide range of industries including financial, health, insurance, retail, marketing, and media. LiveOps is headquartered in <location value="LU/us.ca.sanara" idsrc="xmltag.org">Santa Clara, California</location>. For more information, visit <a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww.LiveOps.com&esheet=6859886&lan=en-US&anchor=www.LiveOps.com&index=2&md5=4bfa679eb11f5ada3d5cf15fea8b78e6">www.LiveOps.com</a>. </p><p><b>About UMG</b></p><p><org>Universal Marketing Group</org> (UMG) has emerged as the premier sales center in the DRTV industry. Servicing a number of the industry’s top performing campaigns, UMG has led the way in providing superior service by maximizing revenue through sales performance that is second to none. UMG’s highly trained sales professionals boast confidence and pride in the products they represent becoming a true extension to each of their clients. With over 4 decades of combined experience, UMG’s executive team works closely with each client providing insight and feedback that is necessary to achieve the metrics of a winning campaign. For more information visit <a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww.umg1.com&esheet=6859886&lan=en-US&anchor=www.umg1.com&index=3&md5=e84e7d1cc5bc8455387764acc9d66290">www.umg1.com</a></p><p></p><p><img alt="" src="http://cts.businesswire.com/ct/CT?id=bwnews&sty=20110913006897r1&sid=acqr4&distro=nx" /><span class="bwct31415" /></p><p> for LiveOps<br /><person>Chris Michaels</person>, 415-591-4031<br /><a href="mailto:[email protected]">[email protected]</a></p><p>Source: LiveOps</p>