REDWOOD CITY, Calif.--(BUSINESS WIRE)--LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that the company has patented its unique approach to multichannel pivoting to better assist customers and improve customer experience. The US Patent and Trademark Office (USPTO) has issued LiveOps Patent Number 8,929,536, for pivoting a customer among synchronous and asynchronous communication channels. The patent covers a computer-implemented method for determining the need to direct a customer from one communication channel to another, as well as determine the best channel to pivot to, based on information the customer has provided.
LiveOps’ Chief Technology Officer and Senior Vice President of Engineering, Keith McFarlane, is one of three inventors listed on the patent, and his team’s continuous research and development of technology to enhance the customer experience and overall customer journey has helped firmly establish LiveOps as a market leader.
“Our patented technology allows brands to provide the best possible customer experience on the best possible channel for that specific interaction,” said McFarlane. “For example, if a customer sends a Tweet with a question or complaint, a brand using this technology can pivot the public conversation to a private channel such as phone, web chat or SMS to discuss sensitive personal information and resolve the issue. This is a game-changer for both brands and their customers.”
Omnichannel customer service is the next frontier, and brands must be ready to adapt and respond. Channel pivot gives brands the competitive advantage in delivering seamless and exceptional customer experiences on the customer’s channel of choice, regardless if they start on the phone, email, web chat, social media or SMS. In order to achieve true omnichannel customer service, brands must be able to seamlessly switch customers to the channel best suited to resolve the issue at hand without losing context. For example, if an airline passenger tweets that his luggage has been lost, an agent can quickly tweet back with a direct phone line for the passenger to call in order to speak to that same agent live. This empowers agents to resolve customer inquiries faster and with greater accuracy, and can improve customer satisfaction.
“Social media, web chat and SMS usage for customers are on the rise with 53 percent of consumers preferring these channels to contact brands with their service needs,” Vasili Triant, CEO of LiveOps. “This number continues to grow each year, and with this in mind, our team saw the need for a simple, seamless way for brands to pivot interactions as needed in order to ensure excellent customer service is delivered to each and every customer while maintaining customer privacy and security. Many brands have established standards for interactions on voice and email channels, but have yet to tackle social channels. This patent offers brands a better way to engage with customers and provide outstanding service across all channels.”
Patent Number 8,929,536 was published by the USPTO on January 6, 2015. More information on LiveOps Engage, which incorporates this technology, can be found at http://www.liveops.com/product/liveops-engage.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 400 companies around the world, including ProFlowers, Ideal Living, Murad, Aegon, Salesforce.com, Symantec, Royal Mail Group 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 U.S.-based cloud contact center of 20,000 home-based, independent agents. With more than 13 years of cloud experience, LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries, including financial, health care, insurance, retail and high tech. For more information visit http://www.LiveOps.com.