LiveOps operates a cloud-based contact center and customer service platform and provides outsourced agent services. The company announced two new subsidiaries: LiveOps Cloud Platform to broaden its platform offerings and LiveOps Agent Services to focus on its outsourcing business. LiveOps acquired Canadian startup UserEvents to add CxEngage, a contextual routing engine that aggregates customer feedback across social, web, mobile and voice and enables real-time contextual routing. Its agent business comprises 20,000 independent home-based agents handling roughly 70 million interactions a year for more than 250 clients. The acquisition and platform push aim to expand multi-channel, real-time customer engagement and position LiveOps alongside broader “listening” and engagement platforms. Financially, LiveOps raised $30 million in debt financing from Comerica Bank, its largest-ever round, and has now raised $81 million to date. The company was founded in 2001 and last raised external capital in 2007. LiveOps operates a platform that lets companies outsource call-center assignments to people working from home. The company emphasizes building a vibrant community of remote “home agents” who both cooperate and compete for assignments. Its system measures agent performance in multiple ways and routes incoming work to top performers. Market context cited IDC projections that home agents could grow from 112,000 in 2006 to 320,000 by 2010. LiveOps said it is now generating enough revenue to consider going public. The company raised capital to maintain strategic flexibility around any future IPO decision.

Total raised

$58M

Funding rounds

2

Latest round

Debt Financing

Latest activity

Jan 2014