Liveops, Inc. Company Profile

Background

Liveops, Inc., established in 2000, is a leading provider of virtual contact center solutions, offering on-demand, skilled, onshore virtual agents for customer service and sales. The company's mission is to improve people's lives by providing flexible work opportunities to agents, superior and scalable talent to clients, and meaningful work to employees. Liveops has been at the forefront of revolutionizing the contact center industry by leveraging a unique on-demand virtual workforce model, enabling businesses to deliver exceptional customer experiences without the constraints of traditional call centers.

Key Strategic Focus

Liveops' strategic focus centers on delivering flexible, scalable, and high-quality customer service solutions through its Virtual Flex model. This approach allows businesses to adapt to fluctuating demand, manage costs effectively, and maintain high service levels without overstaffing. The company specializes in providing customer service, outbound and inbound sales, lead generation, and interactive voice response solutions across various industries, including retail, healthcare, insurance, telecommunications, travel and hospitality, and government sectors.

Financials and Funding

Liveops has secured a total of $81 million in funding over multiple rounds. Notable funding events include:

January 2004: Series B funding of $7.5 million.

February 2007: Series C funding of $28 million, led by Benchmark Capital.

January 2014: Undisclosed funding round of $30 million from Comerica Bank.

The capital raised has been utilized to enhance technological capabilities, expand service offerings, and support the company's growth initiatives.

Technological Platform and Innovation

Liveops differentiates itself through its innovative technological platforms and methodologies:

Virtual Flex Model: This model enables businesses to scale their customer service operations efficiently, adapting to varying demand without the overhead associated with traditional call centers.

Digital Transformation Initiatives: In 2021, Liveops implemented several technological advancements to enhance the agent experience, including:

Applicant Tracking System: Partnered with Fountain to manage high volumes of applicants seamlessly.

Virtual Agent Community: Collaborated with Influitive to create an engaging environment for agents through Liveops Nation.

Distance Learning: Deployed SAP Litmos® for scalable learning management, facilitating comprehensive virtual training for agents.

Leadership Team

Liveops' leadership team comprises experienced professionals dedicated to driving the company's mission:

Greg Hanover: Chief Executive Officer

Kregg Anderson: Chief Financial Officer

Purnima King: Senior Vice President, General Counsel, and Chief Compliance Officer

Jon Brown: Senior Vice President, Client Results

Jaye Becker: Senior Vice President, Strategic Planning & Enablement

David Parkhurst: Senior Vice President, Sales & Marketing

Amy Frentz: Vice President, Operations

Shawnee Cochran: Vice President, Human Resources

Competitor Profile

Market Insights and Dynamics

The virtual contact center industry has experienced significant growth, driven by the increasing demand for flexible, scalable customer service solutions. Businesses are seeking partners that can provide high-quality customer interactions without the limitations of traditional call centers.

Competitor Analysis

Key competitors in the virtual contact center space include:

Arise Virtual Solutions: Develops cloud-based customer experience platforms.

Fuze: Provides cloud communication and collaboration software for enterprises.

Genesys: Offers cloud customer experience and contact center solutions.

B2X Care Solutions: Provides customer care services for mobile devices and consumer electronics.

Serenova: Develops omnichannel call center software.

Strategic Collaborations and Partnerships

Liveops has established significant partnerships to enhance its service offerings:

Fountain: Implemented an applicant tracking system to streamline the recruitment process.

Influitive: Developed Liveops Nation, a virtual agent community platform.

SAP Litmos®: Deployed a scalable learning management system for agent training.

Sterling: Partnered for background and identity services to optimize the candidate experience.

Operational Insights

Liveops' Virtual Flex model provides a distinct competitive advantage by offering businesses the ability to scale customer service operations efficiently. This model attracts top-tier talent seeking flexible work arrangements, ensuring high-quality customer interactions. The company's commitment to digital transformation and continuous improvement positions it favorably in the competitive landscape.