Vendor Analysis
published on Dec 15, 2014
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.
