LiveOps Announces CTI Integration with Microsoft Dynamics CRM

LiveOps have announced the launch of the LiveOps for Microsoft Dynamics CRM. LiveOps for Microsoft Dynamics CRM will integrate with Microsoft Dynamics CRM Unified Service Desk to deliver multichannel cloud contact Centre functionality.

liveops.logo.2013Unified Service Desk was released as part of the Microsoft Dynamics CRM Spring 2014 release. This solution embodies the vision shared by both companies of connecting brands with customers via innovative technology and channels to deliver amazing customer experiences.

“Eighty-nine percent of consumers believe it is important to be able to communicate with brands on any channel and still receive the same quality and efficiency of response,” said Jujhar Singh, general manager of program management, Microsoft Dynamics CRM.

“We designed Microsoft Dynamics CRM Unified Service Desk to provide a unified experience for agents to deliver efficient and effective interactions across all channels. Further, Unified Service Desk serves as a powerful platform for leading vendors and partners to showcase their customer service solutions. Our work with LiveOps will help deliver on our vision of enabling businesses to deliver amazing customer experiences across all channels.”

LiveOps will offer voice and web chat capabilities to complement advanced, multichannel, social cloud contact centre capabilities delivered by Microsoft Dynamics CRM Unified Service Desk. This CTI integration with Microsoft Dynamics CRM, further enhances the solution’s customer service capabilities by giving agents access to integrated contact centre applications, as well as empowering managers to monitor and optimize inbound and outbound customer interactions to improve key metrics for customer satisfaction and agent productivity. The solution will provide a complete, integrated contact Centre solution that enables agents to manage every customer interaction for faster and better resolution.

Customers want to use a breadth of communication channels for customer service,”1 writes Kate Leggett, principal analyst, Forrester Research, in a recent Forrester blog post. In an earlier post, she states, “Companies must understand their customers’ communication channel preferences and…choose technology ecosystems that provide the business agility and flexibility to meet customer channel demands today and in the future.”2

LiveOps for Microsoft Dynamics CRM provides features and functionality that enable brands to better connect with customers across traditional and mobile voice channels. With features such as screen pop, call control, embedded phone and chat panel, on-screen click-to-dial, integrated call recording and LiveOps’ award-winning multichannel routing, agents are able to deliver personalized customer experiences and first contact resolution, while increasing productivity, reducing costs and maximizing customer relationship management (CRM) investments.

Marty Beard - CEO LiveOps“This new solution embodies the vision and force of two cloud leaders to deliver exceptional customer experiences, said Marty Beard, chairman and CEO, LiveOps.

“Through our own innovation in cloud technology, we are able to extend the value of Microsoft Dynamics CRM Unified Service Desk. In doing so, we are expanding the army of super agents who work to achieve first contact resolution across all channels. In turn, customers will receive a better experience and brands will see an increase in customer lifetime value. Together, LiveOps and Microsoft are leading a new wave of customer experience management that leverages real-time social and multichannel interactions, resulting in customer experiences that are out of this world.”


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