LiveOps Engage Integrates with Twilio Client and Its Built-in WebRTC

LiveOps, a provider of cloud contact center and customer service solutions, and Twilio (News - Alert), a provider of cloud communications solutions, has integrated LiveOps Engage with Twilio Client and its built-in WebRTC. WebRTC is the emerging standard for browser-to-browser applications for voice calling, video chat and P2P file sharing.

LiveOps’ (News - Alert) technology helps clients enable effective multichannel, social and mobile interactions with their customers.  Twilio enables phones, VoIP, and messaging to be embedded into Web, desktop, and mobile software. Leveraging Twilio Client, LiveOps is able to take advantage of the WebRTC built into Twilio’s cloud communications infrastructure to provide an integrated enterprise contact center experience, said company officials.

The integrated solution combines the power of a social savvy, multichannel cloud contact center with a powerful cloud communications platform. It delivers a single browser-based agent desktop and eliminates the need for expensive servers, software, landline and phones required by traditional call center technologies.

 Steve Griset, SVP, product management and engineering, LiveOps, said, “This is a fantastic option for any company looking for an opportunity to forgo their telephony infrastructure and have everything—contact center plus telephony--in the cloud.”

LiveOps Engage combined with Twilio Client and WebRTC allows companies to embed voice into their Web, native Android (News - Alert) and native iOS apps. The integrated solution now enables companies to deliver an efficient in-app calling experience for PCs, mobile phones and tablets. The solution does not need plug-ins. It uses HTML5 instead of plug-ins.

An advantage of this solution is that it can route inbound and outbound calls directly via a Web browser, dramatically reducing costs while enhancing agent experience and productivity.

"Together with LiveOps, Twilio has the potential to power a whole new generation of enterprise call centers,” said Lynda Smith, Twilio chief marketing officer. “While customer interactions today happen over a range of channels, the vast majority of those interactions remain voice-based.”

Edited by Amanda Ciccatelli