Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>

Sheila McGee-Smith | March 14, 2016 |


LiveOps Cloud Celebrates Debut at Enterprise Connect

LiveOps Cloud Celebrates Debut at Enterprise Connect Following its December 2015 spin-out, LiveOps shares what's new with the company and its cloud contact center platform.

Following its December 2015 spin-out, LiveOps shares what's new with the company and its cloud contact center platform.

As I noted in my January slideshow, "Top Contact Center Stories of 2015," the carving of LiveOps Cloud Platform out of the LiveOps business process outsourcing business was among the hottest contact center news of 2015. That formal announcement notwithstanding, the true "reveal" for LiveOps Cloud took place last week at Enterprise Connect in Orlando, Fla.

LiveOps kicked off the celebration last Sunday night by giving key contact center analysts an in-depth presentation on and live demonstration of the company's new platform, CxEngage.

From my perspective, I see five key takeaways from LiveOps Cloud and the CxEngage platform. They are:

  • M&A potential- The December acquisition by private equity firm Marlin Equity Partners gives LiveOps "plenty of funding," CEO Vasili Triant told analysts. With that, he added, "we are looking to make three to four acquisitions."

    CTO Jeff Thompson talked about one area of focus for M&A activity: workforce optimization technology tuck-ins. "Having worked for other contact center vendors (e.g., Genesys), I understand the value of bringing workforce management and quality monitoring onto the platform," he said.

  • Amazon Web Services (AWS) - Like Interactive Intelligence has done with PureCloud, LiveOps has deployed CxEngage in AWS data centers. Unlike Interactive, however, LiveOps announced general availability of its service with global deployment in five AWS regions -- geo-redundancy in the Americas (Virginia and Oregon) and EMEA (Dublin and Frankfurt), and a single site in Asia (Tokyo). In addition, Thompson strongly hinted that LiveOps might deploy in India once AWS follows through on its announced plans to open that region later this year.

  • Microservices architecture - LiveOps built CxEngage using microservices, which is certainly the tech term -- and architecture -- du jour. Microservices is a software architecture style in which complex applications comprise small, independent processes communicating with each other using language-agnostic APIs. Other vendors hyping their uses of microservices include Cisco, with the Spark Platform, and Interactive, with PureCloud.

  • Software orientation - LiveOps Cloud will be a software provider, an application-only company. "We are no longer terminating the B channel on the platform," described Thompson, in reference to ISDN lingo for the "bearer" or communications channel (versus the "D" or "data" channel, which carries the software intelligence).

    Customers will have several choices for dial tone -- i.e., ways of delivering interactions to the LiveOps Cloud application. Using long-term partner Twilio is one option. Another is delivery by a service provider, perhaps in conjunction with a BroadSoft-based unified communications offer.

  • Early Success -LiveOps gained one of its early CxEngage customers -- a 1,000 seat competitive win from a regional cloud contact center provider in the U.K. -- in partnership with a U.K. service provider.

    An even bigger deal is with Mitel, with which LiveOps has partnered since 2014. Since acquiring Aastra in late 2013, Mitel has been hosting a contact center cloud disaster-recovery solution on the Intecom Pointspan platform Aastra announced in 2000. The customer, a major systems integrator, has added 280 customers and 17,500 agents to the service over the years. Mitel chose CxEngage -- with its global support capability -- as the new platform for the service.

    Not surprisingly, the new platform and delivery model led Mitel to evaluate whether LiveOps Cloud was still the optimal cloud contact center partner for its business. One of the reasons the company has re-committed to LiveOps is the strong geographic coverage enabled by the use of AWS, Mitel's Brian Spencer, GM for contact center, told me.

    Follow Sheila McGee-Smith on Twitter and Google+!
    Sheila McGee-Smith on Google+


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.