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LiveOps - WAHA Services

Vendor Analysis

by NelsonHall Analyst

published on Dec 15, 2014

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Report Overview:

LiveOps is positioned as a direct response CMS BPO vendor to handle on demand spikes in call volumes from clients in the insurance, financial services and retail verticals. All agents are self-employed "entrepreneurs", and are not obliged to fulfill any weekly hourly obligations.

Who is this Report for:

NelsonHall's WAHA CMS profile on LiveOps is a comprehensive assessment of LiveOps' WAHA CMS offerings for organizations and capabilities, designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations, and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of LiveOps' WAHA CMS capabilities, and market and financial strength, including:

  • Identification of the company's strategy, emphasis, and new developments
  • Analysis of the company's strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company's customer base including the company's targeting strategy and examples of current contracts
  • Key client case studies
  • Analysis of the company's offerings and key service components
  • Analysis of the company's delivery organization including the location of delivery locations.

Key Findings & Highlights:

LiveOps re-engineered its LiveOps Platform in 2009 as a single interface multi-channel platform, and began providing this on a SaaS basis. Currently all BPO clients make use of the LiveOps Platform.

LiveOps currently has ~20k self-employed agents on its books, all based in the U.S. BPO accounts for >50% of the company's annual revenues.

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