Cloud Contact Center Featured Article

LiveOps Cloud Platform Acquired by Global Investment Firm

By Jessica N. Abraham-Hogan
Contributing Writer

Global investment firm Marlin Equity Partners has announced it has acquired the LiveOps Cloud Platform. With over $3 billion in managed capital, the firm can now focus on the future of the cloud contact center and customer service solution, adopted by more than 400 companies around the world. Existing investor Presidio Partners was also part of this acquisition, which will allow LiveOps (News - Alert) CEO Vasili Triant to remain at the head of the LiveOps Cloud Partner. The market for cloud-based contact centers is expected to reach over $14.7B by 2020 with LiveOps holding a large portion of this market space.

LiveOps will continue to be an independent entity, but it will be working to advance the potential of this platform through strategic initiatives in development and innovation. LiveOps Agent Services, as led by General Manager of Agent Services Greg Hanover, was not part of this acquisition but will remain a key customer of the LiveOps Cloud Platform. This is an important point to clarify.

“LiveOps Cloud Platform is a true cloud solution that is utilized by hundreds of brands worldwide,” noted Ryan Wald, a Partner at Marlin. “We believe the platform is well positioned to continue on its growth trajectory and we look forward to providing the financial and operational support to further build out the company’s SaaS (News - Alert) offering and extend its leadership position in the cloud contact center market.”

Experiencing an 84 percent growth in the last two years, LiveOps Cloud Platform continues to offer advanced customer service features on behalf of client and partner brands. As an award-winning platform for “multi-tenant contact center solutions,” businesses of all sizes are able to scale in meeting business objectives with outstanding quality, performance and flexibility.

The success of LiveOps comes from years of dedication to the “brand” -- putting each client’s brand first, catering to each customer on a very intimate basis to ensure brand loyalty and continued service. To achieve this, they continuously employ effective multichannel, social and mobile interaction with customers. LiveOps has been servicing the world for more than 14 years, utilizing the talents of over 20K home-based agents.

Technology must continue to meet the growing needs of clientele, while effectively meeting innovation in the consumer-tech space. With Presidio’s experience with diversified investment strategies focused on IT, live sciences and energy technology and Marlin’s strength in enhancing brand value across multiple industries, LiveOps Cloud Platform will surely excel and stay ahead of those ever-changing needs in technology.

“LiveOps has undergone a significant business transformation in the last few years that has seen us gain strong market share in both our contact center and agent businesses,” noted CEO Vasili Triant. “We’ve built a strong software platform based on our 14 years of experience, taking the lessons learned from our contact center agents, and the brands that employ them, to create the most comprehensive cloud contact center offering on the market today.

“Marlin shares our vision of creating outstanding experiences for brands and their customers via cloud-based services and we’re excited to take the next step in our evolution with them as our partner. We believe that this acquisition positions both LiveOps businesses to refine and focus on their individual strategic objectives to accelerate growth.”

With plans already underway, a shift in technological advances to home-based contact centers has begun.