Arizona-based Liveops is a contact center-as-a-service (CCaaS) provider that provides agent services for several industries, including insurance, retail and health services. The company was launched 20 years ago in the gig economy and maintains a large work-from-home workforce with more than 25,000 independent agents who provide contact center services to businesses of all sizes. The company has grown rapidly and provides services to many name brand companies across the US.

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Liveops Taps CDW to Modernize Services

It’s been nearly three years since cloud titan, Amazon Web Services (AWS) jumped into the contact center space when it announced its Amazon Connect cloud contact center solution. The company is a late entrant in the space, which normally spells doom for any company because once a market is mature, it’s hard to disrupt. AWS promised to be different and use artificial intelligence (AI) to take contact centers in an entirely different direction.

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AWS beefs up contact center solution with new AI capabilities

COVID-19 accelerated a buy-from-home economy, expanding the role of the contact center beyond customer support to building customer relationships. According to a new report released by Talkdesk, the majority of customer experience (CX) professionals believe their contact center is a main driver of customer loyalty.

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Contact Center Trends and Tech: Engagement is Omni-Channel