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UK BPO Adopts LiveOps to Enhance Customer Service

By Mandira Srivastava
TMCnet Contributor

LiveOps (News - Alert), an early mover in the area of cloud-based enterprise services and focusing specifically on contact center and customer service, has been selected by a United Kingdom financial services Business Process Outsourcer (BPO).

The BPO selected LiveOps as their cloud contact center solution and employs more than 3,000 people in the U.K. as well as manages more than 6.5 million life insurance & pension policies on behalf of high profile financial services brands.

To enhance the service they provide to their growing customer base, the U.K. - based BPO is embedding contact center telephony functionality from LiveOps. Specifically it handles over 230,000 customer calls per month and enquiries from policy amendments to contact information changes. 

LiveOps offers all customer interactions – voice, email, web chat, SMS, Facebook (News - Alert) and Twitter- in a single queue and provides contact history across those channels.

Steve Challis, managing director UK&I, Cloud Application Sales at LiveOps said, “The industry-proven LiveOps Platform is ideally suited to the multi-faceted nature of BPOs. In this market, you have to optimize all resources and adopt a flexible organizational structure constructed on a predictable cost model. This is exactly what the LiveOps Platform provides, and we’re delighted to be working with one of the leading brands in the UK Life & Pensions market.”

The cloud contact center solution from LiveOps enables a highly flexible customer service delivery model that supports the current and future needs of each of the BPO’s clients.