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API Journal Authors: Dana Gardner, Elizabeth White, Kevin Benedict, Anders Wallgren, Amit Golander

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LiveOps Platform and Talent Process Millions in Donations for Hurricane Sandy Relief

LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announces that more than 6,500 home-based, independent, customer service agents processed more than $14.8 million in total credit card donations via LiveOps Platform between two major telethons benefitting the Hurricane Sandy relief effort, one of which was the globally viewed 12-12-12 Concert for Sandy Relief.

Telethon #1 – The first telethon began November 3 and donations continued to come in through November 11. During this telethon LiveOps handled well above 90 percent of the total donation calls generated nationwide. LiveOps had less than three days to gear up for this initial relief effort which involved recruiting more than 3,600 independent contractor agents who utilize LiveOps Platform for their home-based call center businesses. The agents collected more than $8 million in credit card donations.

Telethon #2 – LiveOps began processing donations for the 12-12-12 Concert for Sandy Relief on December 12 and donations continued to come in through December 14. More than 2,900 LiveOps independent contractor agents accepted more than $6.8 million in credit card donations. According to producers, the sold out concert that took place in Madison Square Garden was televised, streamed online and aired on radio worldwide. Thirty-seven television stations and an estimated 200 more aired the concert live worldwide and then continued to replay it. Approximately 30 websites were estimated to be streaming it live including YouTube and Yahoo, and it aired live on multiple radio stations.

LiveOps attributes the agility and scalability of its true cloud platform and independent agent community for its ability to respond quickly to the call to assist in disaster relief efforts.

“The impact of Sandy on our East Coast was and continues to be felt by the entire country. It’s important that the awareness of the need for help remains high. Like many companies and citizens everywhere, LiveOps and our community of US-based independent agents were ready and motivated to help then and now,” said Sanjay Popli, SVP, Agent Services, LiveOps. “Not long ago, the ability to generate any significant amount of donations from individuals all over the country was a long, slow difficult task. Today’s cloud technology enables us to react quickly and efficiently, mobilizing thousands of people to participate in the 24x7 collection effort and enabling thousands more to contribute. We are proud of the commitment the agent community made at a moment’s notice to assist. It was an honor to be part of this effort.”

LiveOps Platform is the most scalable, cloud-based distributed contact center that offers brands the reliability, security and business agility they need to engage with their customers. Utilized by LiveOps’ community of 20,000 independent, home-based agents plus thousands of LiveOps’ customers’ agents worldwide, the platform has been battle-tested for 10+ years. Its commitment to true cloud technology, disaster preparedness and access to the largest community of home-based agents in the U.S., allowed LiveOps to be the only contact center provider able to ramp up in a matter of hours to assist with the Sandy relief effort.

LiveOps’ Disaster Preparedness

As a normal part of its disaster preparedness process, the LiveOps Network Operations Center (NOC) had been closely monitoring Hurricane Sandy’s path. LiveOps’ redundant failover and highly available cloud architecture enabled LiveOps to quickly redirect traffic across all channels, including social and mobile, away from the storm’s reach to a different data center with zero to extremely minimal impact on any customers. Unlike competitors’ data centers, LiveOps was able to prevent outages and didn’t receive any significant outage reports, notices of service interruptions, or complaints from customers as a result of Sandy.

LiveOps’ unparalleled commitment to disaster preparedness often sets it apart from competitors. The carrier-grade platform adheres to the cloud industry standard of 99.99 percent uptime through distributed grid computing technology. LiveOps’ NOC is a 24x7x365 operation that manages data traffic across multiple data centers. The data centers have built-in redundancy and automated failover to further ensure customer’s business-critical data and customer service operations are always available.

About LiveOps, Inc.

LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California with European regional headquarters in London, UK, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com

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