Arizona-based Liveops is a contact center-as-a-service (CCaaS) supplier that gives agent providers for a number of industries, together with insurance coverage, retail and well being providers. The corporate was launched 20 years in the past within the gig economic system and maintains a big work-from-home workforce with greater than 25,000 unbiased brokers who present contact middle providers to companies of all sizes. The corporate has grown quickly and supplies providers to many title model corporations throughout the US.
Due to the corporate’s fast enlargement and huge buyer base, it had a large quantity of knowledge based mostly on totally different prospects and performance – knowledge that was situated in a number of silos. Having separate knowledge set a restrict on the extent of knowledge analytics Liveops might carry out.
Knowledge science practitioners typically say: “good knowledge results in good insights.” And that’s actually true – but so is the thesis that silos of knowledge results in partial insights.
Additionally see: Prime Digital Transformation Firms
A Single Knowledge Lake Offers Digital Advantages
To assist deliver the info units collectively, Liveops put a plan in place to mixture all the info right into a single knowledge lake, which would offer the next advantages:
• Single supply of fact for all name statistics. Liveops is exclusive in that almost all CCaaS suppliers work with a single stack. Liveops works with almost each contact middle answer out there in the present day and that creates a major quantity of overhead to attach and use the info sources.
• Present a horizontal understanding of the corporate. The silos of individuals, processes and capabilities prevents the group from creating companywide evaluation so the admin/group answerable for brokers can share knowledge with the admin/group answerable for purchasers.
• Capacity to know and be taught from particular person packages and speed up the corporate’s evolution. If one program is doing one thing effectively, that may be in comparison with others, which creates portability of greatest practices throughout the firm.
• Higher perceive income streams. With the Liveops mannequin, each agent is an unbiased contractor. The information lake lets the corporate measure and monitor how a superb agent progresses via the corporate. Liveops may use the knowledge to search out friction factors via the lifecycle of the agent.
• A highway to the long run. The information may be modeled in several eventualities to develop higher merchandise. The contact middle area is extremely aggressive and requires continuously knowledgeable innovation.
Additionally see: Digital Transformation Information: Definition, Varieties & Technique
Liveops Leverages CDW to Remodel Quicker
To assist with this initiative, Liveops contracted with the Digital Velocity workforce, a part of CDW Amplified Providers.
CDW’s Amplified Providers gives full-stack, outcomes-based skilled and managed providers that brings the data, patterns and practices to bear to assist companies speed up their digital transformation efforts. One of many causes Liveops selected CDW is for its project-based pricing mannequin. {Many professional} providers companies use an open ended, time and supplies mannequin, which regularly causes costs to skyrocket through the challenge. CDW’s strategy de-risks the challenge for the client.
Moreover, CDW has deep experience with Google Cloud. CDW has a well-established relationship with Google and was capable of leverage that have on behalf of Liveops. Because of the experience CDW Amplified Providers has with Google, the CDW workforce was capable of speed up growth. For instance, CDW constructed a name redaction system utilizing Google in solely 10 weeks, which Wheeler described as an “obscenely brief time.”
When the challenge began, Liveops and CDW measured success within the following methods, centered on outcomes:
• Robust communication: CDW assigned a challenge supervisor to Liveops and he or she successfully turned a part of the Liveops workforce and was answerable for steady communications and updates. This allowed Liveops to rapidly pivot when vital.
• Digital velocity: One of many targets was to hurry up operations by launching a contact middle area with a single line of code. This was achieved and now Liveops can virtually immediately create the infrastructure set as much as pull knowledge from a system and ship it to the info lake.
• Documentation: This was essential to conduct data switch classes between CDW and Liveops for extra environment friendly ongoing operations. CDW leveraged business normal greatest practices – and its personal greatest practices from years of profitable engagements – to drive essentially the most worth from these classes.
Now the challenge is full, and Wheeler is anticipating a major payoff for Liveops. On account of the analytics, agent retention ought to enhance by greater than 10 %, income ought to develop 10-15 % per consumer, and the brand new enterprise pipeline will improve by greater than 5 %.
