For example, we can carefully plan for specific Amazon EC2 instance types to match the performance needs of particular services in the C圎ngage platform. And in some cases, it helps when there are sovereignty issues related to keeping data within particular boundaries.ĪWS also provides major benefits in terms of flexibility and financial performance. When a call comes in, the businesses using our platform don’t want lag times in the system. That means we can provide services in close physical proximity to new customers, which boosts performance by reducing latency. AWS operates in 12 regions around the world. We also see great opportunity in emerging call center markets in places like China, India, and the Asia-Pacific region. The North American and Western European markets are certainly an important source of revenue. Good examples-and just a small portion of the AWS services that we use-are Amazon Redshift and Amazon Kinesis, two powerful data services that are essential to our platform, and SQS, which drives messaging out to agent toolbars.ĪWS also has broad global reach, which is critical to the C圎ngage business model.
We know that if we have some need or feature request in the future, chances are AWS already has a service that can address it. We might not need them all now, but knowing those services are there, and that AWS is innovating and adding to them all the time, instills real confidence. It has an incredibly rich catalog of services, with new ones being released at a pace that competing cloud providers simply are not matching. It delivers all the features and benefits we were seeking. We also ruled out Google because they didn’t have the breadth of apps we felt were required to build our platform. Rackspace has good IaaS, but their global reach was insufficient for our business goals. We ruled out Azure because we’re not a Microsoft shop, and were using a lot on non-Windows tools and Linux to create the platform. We knew from experience that running the platform out of a co-lo would simply not provide the redundancy and scalability we wanted to bake into the new platform. Azure, Rackspace, Google, and AWS were in the cloud provider mix, and we also looked at using a colocated facility. We held a bake-off that looked at a number of alternatives. To get there, we needed to carefully consider what platform would make the most sense. We anticipated that if done right, our CCaaS would take off in in a true ‘hockey stick’ growth pattern. Our plan was to create a pure cloud contact center-as-a-service (CCaaS) that could deliver an always-on, secure, multi-tenant, and instantly scalable platform so businesses can deliver exceptional customer experiences anywhere, anytime. These systems are inadequate for meeting the demands of today’s market, with companies having to hold down costs, provide ever-better performance and sophistication, and serve emerging markets. So there still are a lot of legacy, on-premises call center systems in place-especially in traditional industries like banking and retail-that are quickly reaching their expiration date.
But the industry is a late-comer to cloud computing, with only about 10 percent of contact center operations working in some capacity with cloud infrastructure and tools. The contact center business is huge, with estimates of at least 15 million seats worldwide that comprise a multi-billion-dollar market. We’re a new company carved out of LiveOps Inc., and our mission is to take the original company’s long history of providing contact center solutions into a new era of cloud-first convenience, performance, and lower costs. We like to say that LiveOps Cloud is a 16-year-old startup. I asked Jeff Thompson, LiveOps Cloud’s CTO and SVP for engineering, to tell us a bit about their decision to launch this great new service. The company is a long-time solutions provider for the contact center industry, and just recently launched C圎ngage, a new contact center-as-a-service platform built and run entirely on AWS. LiveOps Cloud is ready to break open a huge untapped market.
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