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News : LiveOps Buys Canadian Company to Expand Call Center Offerings
Jan 27, 2014 -- Contact center software and talent company LiveOps has bought a Canadian business intelligence startup and is splitting itself in two.
The Redwood City company led by CEO Marty Beard said the debt funding came entirely from Comerica Bank.
The New Brunswick company it bought, UserEvents, collects and provides customer feedback in real time, allowing LiveOps to expand beyond its current businesses of providing software and talent for call centers.
UserEvents gets its feedback from a number of sources, including emails, phone calls, websites and social networks such as Twitter. Terms of the deal were not disclosed but Beard said its team of less than 20 people will remain in Canada.
"A lot of contact center activity is trying to understand what the customer needs and getting in front of that," Beard said. "UserEvents will help us do that better, in real time, and reach out to the customer in their channel of choice."
UserEvents will become part of LiveOps Cloud Platform, one of two new branches that the company is splitting its operations into. This branch will include all of LiveOps' sales, service and R&D on software for call centers.
The other part of the business, which provides customers with call center operators, will be called LiveOps Agent Services.
Posted by Veronica Silva Cusi, news correspondent
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LiveOps, Inc., a company focused on virtual contact center technology and services, enables businesses to deliver high performance call centers and high quality customer contact in the most cost-effective means possible. Its on-demand contact center applications provide an enterprise-scale virtual call center infrastructure, while its network of 16,000 agents can represent companies in an effective and professional manner. LiveOps'' solutions allow for greater flexibility, quality, scalability, control and cost savings.
Published: Tuesday, January 28, 2014