LiveOps and Drumbi Enable Visual IVR to the Multichannel Cloud Contact Center


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New Alliance Leverages Mobile Expertise to Improve Customer Experience,
Drive Down Call Volume and Reduce Handle Times

Redwood City, Calif. — May 28, 2013 —LiveOps, Inc., the global leader in
cloud contact center and customer service solutions, and Drumbi, Inc., the
leader in visual IVR and mobile customer experience technology, announced
the availability of Drumbi SmartIVR to compliment LiveOps multichannel,
cloud contact center platform. Brands can easily engage mobile users by
adding Drumbi’s visual IVR to any of their contact center channels, and help
drive down call volume and reduce handle times. The solution gives brands
another opportunity to leverage LiveOps for mobile customer interactions.
Today, brands like Amway New Zealand, West Marine, SnapOn Tools and many
others utilize LiveOps Platform to interact with their mobile customers.

“Recent reports say that there are five billion mobile phones in use in the
world today and 1.08 billion of those phones are smartphones. These mobile
users want a customer experience that allows them to interact more
efficiently and more intelligently with brands. Up-leveling the quality of
customer experience for mobile users must start with the IVR,” said Shervin
Talieh, Cofounder and CEO, Drumbi. “When we were looking for a partner to
help us accelerate deployment of the Drumbi visual IVR to enterprise contact
centers, LiveOps was at the top of our list. LiveOps’ recent
research—connecting the dots between agent experience and customer
experience—is further evidence that no one understands the value of
empowering the contact center with the right tools like LiveOps. We’re
looking forward to a long successful future together.”

The API for the Drumbi visual IVR is optimized for mobile web, SMS, web,
iPhone, Android, and Windows mobile. A call can be initiated from a website,
SMS, email or the phone. The call menu is displayed dynamically based on the
customer’s context such as time of day, location, language preferences, and
prior usage. The customer will be shown a phone number and once that number
is dialed, Drumbi will initiate both voice and data sessions to begin
gathering customer information and intelligently routing the call to the
best agent available on the LiveOps Platform. This combination of numerical
and letter characters enables brands to collect the type of information
needed from the caller that will add real context to the call.

Additional capabilities include:

• Scheduled customer call-back, based on contact center availability. This
eliminates the need for CSRs to make outbound calls and leave voicemails.
Customers may be notified to opt in to a call directly with a CSR when

• Capture and relay of a customer’s data and context. This creates a
personalized and shorter call when needed. The contact center agent
receiving the inbound communication can get location information from the
customer’s mobile phone’s GPS (with customer approval). With location
information combined with LiveOps intelligent routing, the brand can route
the customer to an agent who is geographically closest to the customer or
identify nearby resources.

• Custom integration with knowledge management, FAQ or CRM systems including
LiveOps Platform’s built-in CRM Lite. The CRM integration can provide even
more granular information about the customer, including customer history
with the brand, to help the agent provide a better customer experience,
including shortening the call handle time.

“It’s time to up-level the IVR experience for both the mobile customer and
agent,” said Steven Griset, SVP, Product Management and Engineering,
LiveOps. “Suboptimal customer experiences are often caused by poorly
designed IVR experiences. Drumbi’s API makes it possible to start creating
that positive customer experience for mobile users from the very beginning
of the engagement. From an innovation perspective, this is a very exciting
and interesting for us and our customers.”

LiveOps is committed to providing innovative mobile applications, such as
Drumbi, that enable brands to take full advantage of the mobile revolution.
With consumer use of mobile devices at an all time high, mobile provides an
additional channel for brands to interact with their customers to both
improve customer experience and drive incremental revenue. While other
contact center vendors are just beginning to explore the connection between
mobile applications and customer service, more than 60 percent of LiveOps
multichannel customers worldwide have already transformed their businesses
with LiveOps mobile solutions such as SMS, mobile-enabled agent desktop and
management applications.

About LiveOps, Inc.
LiveOps is the global leader in cloud contact center and customer service
solutions. More than 300 companies around the world,
including, 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 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, UK, LiveOps supports a wide range of industries
including financial, health care, insurance, retail, and high tech. For more
information visit

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