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LiveOps Announces 2008 Was a Record Year of Double-Digit Growth

Posted on: Tuesday, 17 February 2009, 08:00 CST

New Customers and Increased Revenue Fuel Contact Center Technology Company's Success

SANTA CLARA, Calif., Feb. 17 /PRNewswire/ -- LiveOps, the virtual call center company, announced today that 2008 was another year of double-digit growth and the third consecutive year of profitability. The company also announced that several new brand name companies have chosen the LiveOps On-Demand Contact Center Platform, the LiveOps community of more than 20,000 independent home-based agents, or a combination of both, to dramatically improve the flexibility and service quality of their contact centers.

2008 Business Updates:

• LiveOps continues its double-digit growth and is profitable for the third consecutive year.
• The company sees significant growth in the enterprise space with new customers such as Affinion Group, Colonial Penn, iCan Benefit Group, Proflowers, salesforce.com, VForce/AAA Ohio and West Marine.
• The company continues to lead the direct response market with nine out of 10 top media companies selecting LiveOps. LiveOps continues to outperform other outsourcers with results showing on average 30 percent more revenue per campaign.
• The company won six industry awards for its technology and overall company initiatives:

Frost & Sullivan Innovation and Growth Company for 2008, 2008 CRM Excellence Award, 2008 IP Contact Center Technology Pioneer Award, 2008 Internet Telephony Product of the Year, AlwaysOn Global 250 Private Company and "Company of the Year" by the Entrepreneur Foundation.

• The LiveOps community of more than 20,000 independent home-based agents continues to grow as more people choose to work from home, and companies understand the business advantages homeshoring offers over offshoring.

"LiveOps had record Q4 revenue - the highest in the history of the company. Year-over-year growth and customer momentum proves that the LiveOps On-Demand Contact Center Platform not only meets, but in many cases exceeds, the rigorous standards enterprise customers have for security, reliability and availability," said Maynard Webb, chairman and CEO of LiveOps. "Business flexibility and lower operations costs continue to be priorities for enterprise customers in 2009. LiveOps is the only contact center vendor that can help companies deploy an end-to-end contact center infrastructure in days and deliver rapid operational efficiencies and cost reductions. It also provides companies access to an on-demand workforce of home-based agents to support fluctuating business demands. LiveOps has also been running the largest virtual call center in the world for more than eight years and is the only contact center technology company that can offer customers a proven blueprint for successfully deploying and operating a remote agent contact center."

LiveOps' Enterprise Revenue Up More than 50 Percent in 2008

LiveOps enterprise contact center business was a key contributor to success in 2008 with year-over-year growth exceeding 50 percent. New enterprise customers include companies such as Affinion Group, Colonial Penn, iCan Benefit Group, Proflowers, salesforce.com, VForce/AAA Ohio and West Marine. These companies selected the LiveOps Contact Center Platform to achieve greater operational efficiencies and immediate flexibility in how they operate their contact centers. The LiveOps Contact Center Platform is designed for business users and provides real-time analytics and reporting, enabling customers to dramatically improve operations cost, while increasing service quality.

"Achieving better agent utilization and greater operational efficiency were important factors in our decision to adopt a virtual call center model. What set LiveOps apart was its ability to rapidly deploy and integrate with our existing systems. We were up and running in a matter of days versus the months it would have required with other vendors," said Matt Wise, senior director of external customer for West Marine. "Since implementing this platform, we have reduced our facility costs by enabling our agents in Florida to work from home and we expect improvements in agent utilization with LiveOps virtualized call routing."

Number One Direct Response Call Center for Eight Consecutive Years

With an average of 30 percent more sales conversions per campaign than any other outsourcer, LiveOps is the choice for nine out of the top 10 media companies in the direct response industry. LiveOps has established itself as a trusted partner to companies who use television direct marketing; LiveOps, through its community of 20,000 independent home agents, answers more calls and converts more calls to revenue than any other outsourcer and, with its on-demand workforce, LiveOps can respond quickly to changes in customers' needs. In 2008, LiveOps added a number of high profile campaigns including Product Partners' "10-Minute Trainer(TM)" to its client portfolio.

Tech "Bright Spot" in 2009 - Software-as-a-Service

According to a recent Gartner survey(1), many businesses plan to use software-as-a-service (SaaS) instead of on-premise solutions to help them solve business challenges more cost-effectively. The survey notes nine out of ten companies plan to grow their use of SaaS in the next year; more than one third of respondents (37 percent) plan to replace on-premise software with SaaS to drive down total cost of ownership (TCO), and those surveyed cited cost-effectiveness and ease of deployment as primary reasons for SaaS adoption.

LiveOps is well positioned to enable companies to make the transition to the SaaS contact center model, and the company's value proposition lies in both its technology and first-hand operational experience. The LiveOps Contact Center Platform is a fully integrated, end-to-end solution for contact center functionality, providing real-time visibility across every contact center function. Built from the ground up, the platform supports a highly distributed agent model and addresses the scalability, security, and availability requirements that enterprise customers demand. With no software or hardware to install, it is easier to deploy than on-premise solutions so implementation can take a matter of days versus months.

"Responding to escalating customer needs is especially critical during today's increasingly tough economic times, making the quality of a company's contact center of pivotal importance," stated Jeffrey M. Kaplan, Managing Director of THINKstrategies, Inc. and Founder of the SaaS Showplace. "LiveOps' growing success illustrates how companies are migrating to more powerful, flexible and cost-effective SaaS-based contact center systems to satisfy their customers."

About LiveOps, Inc.

LiveOps provides the leading on-demand contact center platform that frees businesses from the complexity and constraints of traditional call center models. Used by Fortune 500 and major brand companies, the LiveOps on-demand contact center platform delivers enterprise-grade availability and reliability with the security infrastructure required in today's mission-critical business environments. The company also runs the world's largest virtual call center which includes a network of more than 20,000 independent home agents who provide unmatched service quality. The best practices of operating a state of the art virtual call center, coupled with LiveOps on-demand contact center platform, enable LiveOps to deliver breakthrough call center results to its customers. LiveOps is headquartered in Santa Clara, California. www.liveops.com.

LiveOps is a registered trademark of LiveOps, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.

(1) "User Survey Analysis: Software as a Service, Enterprise Application Markets, Worldwide, 2008", Gartner Group.

SOURCE LiveOps

Source: PR Newswire

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