REDWOOD CITY, Calif. LiveOps, Inc., has announced that it has acquired User Events, Inc., and its flagship product, CxEngage, a contextual routing engine that can aggregate and process events on any social, web, mobile, or voice channel in real time. Under the acquisition, LiveOps will integrate CxEngage into all applications to create a cloud-based customer experience management platform that provides real-time insights into customer buying and service intentions across channels.
“With this acquisition, we are further challenging old ways of doing business,” says Marty Beard, chairman and CEO of LiveOps. “It is no longer enough to measure customer satisfaction for each channel separately. Consumers shift between channels, and contact centers must adapt to better manage these fragmented interactions across voice, email, chat, social, and SMS. By incorporating real-time contextual routing and proactive customer engagement into the LiveOps Platform, we will provide a better experience across the entire customer journey.”
Separately, LiveOps won a $30 million round of debt funding from Comerica Bank and announced the formation of two separate corporate entities to accommodate the company’s growth in cloud contact center software and on-demand agent services, LiveOps Cloud Platform, LLC, and LiveOps Agent Services, LLC. “This new round of funding will be used to accelerate our growth worldwide and capture even more market share in the rapidly changing customer service arena,” Beard says. “We believe that we have the right technology and sales momentum needed to become the global leader in cloud customer service.”