LiveOps, a provider of cloud contact center and customer service solutions, has acquired UserEvents Inc, which includes its flagship product, CxEngage, a contextual routing engine that can aggregate and process events on any social, Web, mobile or voice channel in real time.
This follows LiveOps’ announcement of $30 million in debt funding, as well as the formation of two separate LiveOps corporate entities. The two companies will focus on LiveOps’ growth in cloud contact center software and on-demand agent services.
With this acquisition, LiveOps further advances its cloud platform by creating a customer experience management platform that delivers a dynamic and personalized customer service solutions to brands of all sizes.
The addition of contextual routing provides real-time insights into each customer’s buying and service intentions, while routing techniques guide cross-channel interactions that help both brands and consumers reach their desired outcome.
“Building and maintaining customer loyalty and retention is a huge concern for brands of all sizes,” said Jeff Thompson, president and CEO, UserEvents, in a statement. “Understanding your customers goes beyond awareness of interaction history and past preferences. We believe that brands must have visibility into present needs and act proactively and immediately on that information based on patterns of events.