LiveOps, a cloud-based contact center and customer service infrastructure provider, recently announced that Intuitive Solutions, a managed contact center services provider, has successfully deployed LiveOps WebRTC Solution. Intuitive Solutions provides managed contact center services to pizza franchisees
When we followed up on the story with Tory Rutledge, COO at Intuitive Solutions, she explained that her company has “brick and mortar” contact centers, but needed more capacity with in-home agents. Intuitive Solutions initially used a VoIP solution to route incoming customer calls to agents, but with the WebRTC solution, agents now use a browser-based platform that includes a desktop agent complete with full phone features – eliminating the need for plug-ins or a separate telephony infrastructure.
At-home agents use their own computers over a telco or cable modem connection, log into a secure website, and “they are good to go” according to Rutledge. Inbound and outbound calls are routed directly via a web browser, eliminating the need for VoIP-based or legacy phone systems.
"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," Rutledge said in a prepared statement. "This solution creates a cost-savings opportunity for us and our at-home agents, which we are able to pass on to our customers."
Rutledge also noted during our follow-up interview that in addition to the savings and increased agent flexibility offered by WebRTC, the LiveOps solution also had integrated “great scheduling features and other apps needed to support the business.”
Jim Mooney, vice president of operations at MUY! Companies, added: "Customer satisfaction is a driving force behind our success. As one of the country’s largest franchise restaurant companies with 232 Pizza Hut locations, we need to evaluate state-of-the-art technology that will differentiate us from competitors. By partnering with Intuitive Solutions and leveraging LiveOps WebRTC Solution, we are able to consistently increase agent productivity in phone sales and customer service within the fast-paced restaurant industry."