Discount Retailer Upgrades Contact Centre Telephony

DeinDeal AG has selected LiveOps to drive its phone-based customer contact.

To enhance the service they provide to their growing customer base, DeinDeal AG – an online discount retailer in Switzerland – is embedding contact centre telephony functionality from LiveOps into their Salesforce.com CRM application.

When a customer calls, the solution optimises the customer identification and verification process and automatically presents the customer record to an advisor.

“The LiveOps for Salesforce phone panel allows our advisors to deliver proactive, personalised customer service without leaving the CRM application,” said Julian Teicke, COO at DeinDeal. “So there are no delays in switching from one application to another and we can better leverage our customer insight to provide an enhanced customer experience.”

The solution includes “LiveOps Voice Advantage” and “LiveOps Outbound Advantage” – embedded cloud contact centre applications that leverage OpenCTI to integrate voice capabilities within Salesforce. This can help organisations of all sizes deliver more engaging customer experiences.

“Many organisations face the challenge of simplifying the desktop for their increasingly critical customer service staff and want to leverage the rich intelligence held within their CRM applications,” said Marty Beard, chairman and CEO at LiveOps. “LiveOps is delighted to support DeinDeal’s next phase of growth and help them to maximise their existing investment in a Salesforce.com ecosystem.”

For more information about LiveOps, visit their website.