LiveOps, a provider of cloud contact center and customer service solutions, announced that Intuitive Solutions, a managed contact center services provider, has successfully deployed LiveOps WebRTC Solution. The cloud contact center solution transforms a browser into a full-featured agent desktop with full phone functionalities without the need for plug-ins or physical telephony infrastructure.
Intuitive Solutions provides comprehensive managed contact center services to pizza franchisees, such as MUY! Companies, one of the largest private restaurant employers in the United States with over 11,000 employees, and the sixth largest franchise restaurant company in the U.S.
The LiveOps WebRTC solution removes hardware barriers that prevent brands from running their contact centers exclusively on software – the phone. The shift to software-only contact center technology means that brands like Intuitive Solutions, or their clients, are no longer limited by the confines of hardware or real estate. The seamless integration of WebRTC into the cloud contact center provides brands with an even more scalable, agile customer service offering.
“Intuitive Solutions was founded by pizza restaurateurs, grounded in operations, with the understanding of the potential and value a contact center provides to the pizza industry,” said Tory Rutledge, COO, Intuitive Solutions, in a statement. “The ability to expand our contact center with at-home agents has been a big win for us in terms of adding additional, on-demand capacity for seasonal business and spikes in customer service requests. LiveOps WebRTC Solution enabled us to eliminate not just contact center infrastructure but also the complex and expensive telephony systems. This solution creates a cost-savings opportunity for us and our at-home agents, which we are able to pass on to our customers.”
LiveOps WebRTC Solution helped Intuitive Solutions eliminate the need to build additional brick-and-mortar call centers that used to be required to handle call volume bursts. WebRTC technology enables Intuitive Solutions’ agents to simply log into their computer at home or at the contact center and start taking calls without requiring PBX, phone lines and additional equipment.
Inbound and outbound calls are routed directly via a Web browser, replacing the need for datacenters, telephone systems, PCs and desktop phones. This dramatically reduces total cost of ownership by as much as 50 percent while improving agent productivity and enhancing workforce utilization. For Intuitive Solutions’ customer MUY! Companies, it also optimizes the efficiency of restaurant locations by eliminating the need for onsite Pizza Hut employees to handle incoming customer service calls, which can create disruption in the restaurants. Employees are instead able to focus on walk-in customers. By equipping offsite, trained contact center agents with cloud technologies, such as WebRTC, MUY! Companies can expect to see consistent, high-quality customer service regardless of call volume.
The LiveOps WebRTC cloud solution provides Intuitive Solutions with customer interactions capabilities, such as skill-based multichannel routing; advanced business insight, including real-time and historical reporting; Web-based administrative graphical user interface; and seamless integration to workforce management software. The LiveOps WebRTC cloud solution allows Intuitive Solutions to optimize its operational efficiencies by reducing staff costs while enhancing agent productivity, providing excellent service to their customers and their customers’ customers in the U.S. On a global scale, the limitless nature of the cloud enables Intuitive Solutions to maintain a high quality customer experience regardless of location and speed of expansion.
“LiveOps is spearheading a fundamental change to the contact center that includes replacing hardware with cloud-based technologies, such as WebRTC, which helps brands like Intuitive Solutions become more agile and more flexible while reducing costs,” said Vasili Triant, CEO, LiveOps, in a statement. “Intuitive Solutions is an early adopter that has shown the impact WebRTC technology can have on the customer experience. By bringing the phone into the browser, together, we are pioneering the way for the software-driven enterprise.”