Welcome!

SDN Journal Authors: Elizabeth White, Pat Romanski, TJ Randall, Yeshim Deniz, Liz McMillan

Related Topics: Video, Java IoT, Release Management , @CloudExpo

Video: Article

Twilio and LiveOps to Deliver WebRTC Deployments

WebRTC is now now part of today's strategic cloud contact center offerings

Click here to follow ▸@WebRTCSummit

At the third annual TwilioCon conference in San Francisco, Twilio and LiveOps announced a strategic alliance in the call center space and their first joint customer, a 500 agent-seat call center provider specializing in order taking for leading U.S. restaurants. The customer chose LiveOps for its integrated multi-channel plus social desktop, LiveOps Engage, and integration with WebRTC powered by Twilio. This 500 seat call center is one of the single largest deployments of WebRTC in its young history.

"WebRTC is no longer part of the 'imagine-if-you-will' contact center of the future, it's now part of today's strategic cloud contact center offerings," said Marty Beard, president and CEO of LiveOps. "Today's news about our first joint customer is just the beginning. The ease of WebRTC combined with the power of LiveOps Engage is enabling contact center decision makers to completely migrate their entire infrastructure to the cloud—contact center plus telephony. This is a powerful value proposition. WebRTC is disrupting the call center industry and we're excited to be leading this disruption."


Twilio website link (photo copyright Twilio)

LiveOps Engage is integrated with Twilio Client with zero downloads. The solution provides a single browser-based agent desktop to further improve usability, increasing productivity and enhancing the customer experience across all channels on a single screen.

LiveOps Engage with WebRTC enables companies to deliver the best in-app calling experience for PCs, mobile phones and tablets. Inbound and outbound calls are routed directly via a web browser, dramatically reducing costs while enhancing agent experience and productivity. The solution also speeds up the time to deploy more cost-effective home-based agent services.

Because of the simplicity and ease of LiveOps' Twilio Client powered WebRTC Engage portal, agents can start answering calls just with a browser and broadband connection without the need for a physical phone and no additional software to purchase or download.

"We're very impressed with the customer experience that LiveOps was able to create with their Engage product," said Twilio CEO and co-founder Jeff Lawson. "We are very proud to help power LiveOps and look forward to the near limitless possibilities of WebRTC development. We can't wait to see what they build next."

Register FREE for WebRTC Summit here ▸ http://bit.ly/1exOL9h
WebRTC Journal
Home

About Twilio
Twilio (www.twilio.com), the cloud communications company, is reinventing telecom by merging the worlds of cloud computing, web services and telecommunications. Twilio provides a telephony infrastructure web service in the cloud, allowing web developers to integrate voice and messaging communications into their web, mobile and traditional phone applications. The company is privately held and is headquartered in San Francisco, California.

About LiveOps
LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, Ideal Living, and Amway New Zealand trust LiveOps' technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California with European regional headquarters in London, LiveOps supports a wide range of industries including retail, financial, health care, insurance, and high tech. For more information, visit www.LiveOps.com.

More Stories By Carmen Gonzalez

Carmen Gonzalez is the co-founder, president, and CEO of SYS-CON Media, Cloud Expo, Inc. and Ulitzer, Inc.

Carmen has been in charge of SYS-CON's sales and marketing functions since 1994. Under her leadership, the company was named by Inc 500, among the fastest growing 500 privately held companies in North America three years in a row.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


CloudEXPO Stories
Historically, some banking activities such as trading have been relying heavily on analytics and cutting edge algorithmic tools. The coming of age of powerful data analytics solutions combined with the development of intelligent algorithms have created new opportunities for financial institutions. In his session at 20th Cloud Expo, Sebastien Meunier, Head of Digital for North America at Chappuis Halder & Co., discussed how these tools can be leveraged to develop a lasting competitive advantage in priority areas: customer analytics, financial crime prevention, regulatory compliance and risk management.
LogRocket helps product teams develop better experiences for users by recording videos of user sessions with logs and network data. It identifies UX problems and reveals the root cause of every bug. LogRocket presents impactful errors on a website, and how to reproduce it. With LogRocket, users can replay problems.
According to the IDC InfoBrief, Sponsored by Nutanix, “Surviving and Thriving in a Multi-cloud World,” multicloud deployments are now the norm for enterprise organizations – less than 30% of customers report using single cloud environments. Most customers leverage different cloud platforms across multiple service providers. The interoperability of data and applications between these varied cloud environments is growing in importance and yet access to hybrid cloud capabilities where a single application runs across clouds remains elusive to most organizations. As companies eagerly seek out ways to make the multi cloud environment a reality, these new updates from Nutanix provide additional capabilities to streamline the implementation of their cloud services deployments.
Data Theorem is a leading provider of modern application security. Its core mission is to analyze and secure any modern application anytime, anywhere. The Data Theorem Analyzer Engine continuously scans APIs and mobile applications in search of security flaws and data privacy gaps. Data Theorem products help organizations build safer applications that maximize data security and brand protection. The company has detected more than 300 million application eavesdropping incidents and currently secures more than 4,000 modern applications for its Enterprise customers around the world.
Rafay enables developers to automate the distribution, operations, cross-region scaling and lifecycle management of containerized microservices across public and private clouds, and service provider networks. Rafay's platform is built around foundational elements that together deliver an optimal abstraction layer across disparate infrastructure, making it easy for developers to scale and operate applications across any number of locations or regions. Consumed as a service, Rafay's platform eliminates the need to build an in-house platform or developing any specialized compute distribution capabilities. The platform significantly simplifies the deployment of containerized apps anywhere. Organizations can now achieve their desired levels of reliability, availability and performance with any combination of public cloud environments through a developer-friendly SaaS offering. From deploying ...