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Increased contact centre capacity on-demand

Managing a traditional 'bricks-and-mortar' contact centre usually means you're dealing with multi-vendor, on-premises systems that are inflexible, so don't make it easy for you to respond quickly to your customers or your business needs.

At the same time, fluctuations in contact volume also make it challenging, to say the least, for you to accurately predict staffing and scheduling requirements at critical times.

Live Agent can help. You can call on us to provide you with extra contact centre capacity whenever you need it. With this on-demand service, we can help companies just like yours to break away from the constraints of traditional contact centre models.

We operate the world's largest virtual contact centre. We have first-hand experience managing the pressures and complexities of day-to-day contact centre operations. And, because our own business depends on optimal, rock-solid performance, we designed and built our on-demand contact centre platform to deliver highly scalable contact centre services.

Totally flexible, to meet any and all contact centre needs

Live Agent's flexibility starts with the levels of service available to you. There are basically two distinct ways to take advantage of our on-demand virtual contact centre.

Your first option is to tap into our industry-leading virtual platform technology and applications to create your own online contact centre, which would be manned by agents you source yourself and would be priced on a pay-per-use or fixed user licence.

Using the Live Agent platform to create your own online contact centre will give your business a highly secure and instantly scalable contact centre solution. Rather than paying for over-capacity, you can simply increase or decrease usage as demand changes, paying only for what you use.

This option is ideal for disaster recovery capability, or where you wish to deploy a distributed or home worker model.

The second option is to use Live Agent as a full service solution that incorporates our network of agents. In fact, we provide the only complete, on-demand virtual contact centre solution; a large community of highly qualified, independent, at-home agents and proven best practices from our experience operating the largest virtual contact centre in the world.

Which option you choose to use will depend on your needs and your set up.

Of course, at the end of the day, Live Agent's flexibility leaves you free to tailor our virtual solution to your specific contact centre needs, creating your own unique blend of Live Agent platform, your own agents and Live Agent services.

Innovative technology put together by industry experts

Built 'from the ground up' using innovative, web-based architecture and grid computing technology by experts from eBay, Netscape, and Tellme, you can trust the Live Agent virtual contact centre to handle your business-critical operations around the clock.

Live Agent is the only virtual contact centre solution provider that can bring you a complete, end-to-end solution, including a flexible on-demand contact centre platform and applications, a large network of professional, independent, at-home agents and proven best practices. No other vendor in the industry provides a complete solution that truly enables companies to extend their contact centre into a virtual contact centre model.

Our on-demand contact centre solution supports the entire contact centre lifecycle. The fully integrated solution combines IVR, call routing, agent management, workforce productivity, quality monitoring and real-time reporting and analytics, providing unprecedented visibility across all of your contact centre's functions.

Having Live Agent's virtual contact centre working for you eliminates the need to integrate components from multiple vendors, saving you time and money and delivering outstanding results.

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