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+


Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem

Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

December 13, 2017

The two major vendors in the Unified Communications space, Cisco and Microsoft, are both strongly promoting their cloud UC deployments. If cloud UC is on your enterprises roadmap, but you dont want

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
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.