Liveops
Procurement partnerAbout
Liveops is a flexible contact center outsourcing provider that connects enterprises with a network of certified, independent contractor agents to deliver customer service, technical support, sales, and back-office operations across voice, chat, email, and digital channels. The company pioneered the virtual contact center model over 25 years ago and operates a distributed agent network spanning onshore U.S., nearshore Mexico, and offshore locations including the Philippines, UK, South Africa, and...
Details
VenSearch Intelligence
Ideal Customer
- Liveops explicitly targets enterprise and mid-market brands, positioning its solutions for organizations that need flexible, scalable customer service without the overhead of fixed-capacity brick-and-mortar contact centers.
- Their sweet spot includes large enterprises managing seasonal demand volatility, regulated industries requiring compliance-aligned outsourcing, and brands needing omnichannel coverage across voice, chat, email, SMS, and social.
Key Differentiators
- Liveops differentiates through its 'hyper-flexible' pay-per-use outsourcing model using 30-minute scheduling increments and AI-powered demand forecasting, enabling up to 1,000% scalability for unplanned volume surges without idle-time waste typical of traditional BPOs.
- The company positions itself as 'not your average BPO' by combining a pre-certified, geographically distributed agent network with proprietary AI orchestration via the LiveNexus platform — including AI talent sourcing, AI simulations for training, and real-time agent assist — backed by nearly 30 years of CX interaction data.
Industries Served
- Liveops serves a broad range of industries with deepest expertise in insurance, financial services, retail and e-commerce, healthcare, and technology.
- Additional verticals include telecom and communications, energy and utilities, travel and hospitality, government, and tax services.
Service Coverage
- Liveops operates as a global contact center outsourcing provider with delivery locations spanning onshore (U.S.), nearshore (Mexico), and offshore (Philippines), giving clients access to talent across three geographic tiers.
- Their U.S.-based model draws from a nationwide, fully remote network of agents distributed across the country, with no brick-and-mortar call center footprint.
Partnerships
- Liveops has a formal technology partnership with SAP Litmos (now Litmos), which serves as the backbone learning management system powering Liveops University and its agent certification and eLearning programs, with Zoom used for live virtual classroom facilitation.
- On the CRM and workflow integration side, Liveops connects with Salesforce Sales Cloud, Zendesk Suite, SugarCRM, Zoho CRM, and Microsoft Dynamics CRM, enabling agents to operate within clients' existing service and sales ecosystems.
Company Size & Ownership
- Liveops was founded in 2000 and is headquartered in Scottsdale, Arizona (with San Francisco, CA listed as an additional registered address).
- The company has approximately 100 full-time corporate employees supported by a distributed network of thousands of independent contractor agents — with Tracxn reporting approximately 2,821 total workers as of mid-2026 and Growjo estimating around 2,642 employees.
Compliance & Certifications
- Liveops holds PCI DSS Level 1 compliance, SOC 2 Type II certification, and HITRUST e1 certification, representing a layered security posture designed for regulated industry clients.
- Their Virtual Desktop Infrastructure (VDI) is built on Microsoft Azure, segregating agent devices from client systems to create PCI-compliant, customizable secure environments.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
15 offeringsAI Talent Sourcing
Liveops uses AI-powered tools including Anna the AI Recruiter, an AI Candidate Chatbot, AI Voice Assessment, and AI-enabled sourcing intelligence to identify, screen, engage, and match qualified customer service agents to client programs. The AI recruiter conducts structured voice-based screening conversations, the chatbot supports candidates through mobile-first SMS and chat, and voice assessment evaluates tone, clarity, empathy, and communication style. This approach is designed to improve matching quality, accelerate hiring speed, and support scalable talent acquisition for seasonal or rapid-growth demand.
Back Office Support Outsourcing
Liveops provides outsourced back-office business process outsourcing services including claims processing, data entry and cleanup, document review and verification, appointment scheduling, application processing, and billing reconciliation. The service uses experienced remote professionals integrated with secure enterprise-grade systems and client-specific compliance frameworks. The model delivers up to 1000% scalability, 25%+ cost efficiency, and a 34% reduction in average handle time.
Client Results Management
Liveops provides a dedicated Client Results Team that partners with enterprise clients to monitor KPIs including CSAT, AHT, and First Call Resolution, guide performance improvements, and ensure service delivery stays aligned with client goals. The team provides full transparency into operational metrics and acts as an ongoing management layer between the client and the agent network. This service is included as part of Liveops' managed outsourcing model.
Customer Service Outsourcing
Liveops provides outsourced customer service across voice, email, chat, SMS, and social media channels through a network of certified remote agents matched to each client's brand and industry. The flexible model uses 30-minute scheduling increments to scale support up or down based on demand, including seasonal surges and unexpected volume spikes. Agents are certified on client-specific protocols and managed by a dedicated Client Results Team that monitors KPIs such as CSAT and First Call Resolution.
Digital Customer Service Outsourcing
Liveops provides outsourced digital customer support across chat, SMS, email, social media, web messaging, in-app messaging, and digital back-office channels through skilled remote agents supported by AI Agent Assist technology. The service is designed for enterprise brands managing high-volume digital environments with the need for flexible scaling during seasonal peaks and promotional periods. Integration with LiveNexus AI orchestration helps route work intelligently, improve consistency, and create smoother digital customer journeys.
Learning as a Service (LaaS)
Liveops offers a consultative learning and development service that designs and delivers custom agent certification programs including self-paced eLearning, AI-powered simulations, live virtual classroom facilitation, and 1:1 role-play coaching. Programs are built around each client's brand, workflows, compliance standards, and service goals using SAP Litmos LMS with 24/7 access and live online facilitation via Zoom. Clients can choose to own the content outright or have Liveops host and maintain it, with outcomes including up to 50% faster time to proficiency and a 46% reduction in early attrition.
LiveNexus Agent Assist
LiveNexus Agent Assist is an AI-powered tool that provides customer service agents with real-time prompts, knowledge support, and workflow guidance during live customer interactions to improve accuracy, reduce friction, and support more confident service delivery. It is part of the broader LiveNexus AI-orchestration platform and is designed to help enterprises operationalize AI across customer service programs. The tool delivers guidance at the moment of need within each interaction across voice and digital channels.
LiveNexus AI Platform
LiveNexus is Liveops' AI-orchestration platform that helps organizations move from AI experimentation to measurable customer experience outcomes by evaluating AI technologies, integrating solutions into existing workflows, calibrating performance with real customer conversations, testing in a governed sandbox environment, and continuously improving after deployment. The platform supports AI-powered quality insights, automation, talent matching, AI simulations for agent certification, and performance tracking across the agent lifecycle. It provides a living feedback loop designed to accelerate AI innovation while maintaining governance and oversight.
LiveNexus AI Review & Roadmap
LiveNexus AI Review & Roadmap is a service that helps CX leaders move from AI pilot programs to production-ready deployments by assessing current AI maturity, identifying use cases, and creating a governance-based roadmap for implementation. It is positioned for organizations under pressure to modernize that need proof, governance, and measurable outcomes before committing to AI at scale. The service is offered as part of the LiveNexus platform suite.
Nearshore Customer Service Delivery (Mexico)
Liveops delivers nearshore customer service support through bilingual agents based in Mexico, offering geographic proximity to the U.S. and strong alignment with North American business needs at a competitive cost. This option is designed to help brands balance cost efficiency, bilingual coverage, and customer experience quality. The Mexico-based delivery model supports a range of contact types including voice, chat, and digital channels.
Offshore Customer Service Delivery (Philippines)
Liveops provides offshore customer service support in the Philippines with experienced talent, dependable delivery, and cost-conscious solutions designed for large-scale support programs. This delivery option is suited for brands looking to expand capacity, improve efficiency, and manage costs while maintaining quality standards. It supports voice and digital channel delivery with the same certification and quality oversight applied across all Liveops programs.
Onshore Customer Service Delivery
Liveops provides U.S.-based onshore customer service delivery through a nationwide network of industry-experienced remote agents suited for high-touch customer interactions. This delivery option is designed for brands that prioritize quality, brand alignment, and domestic talent for regulated or complex support environments. Agents are vetted, certified on client programs, and managed through Liveops' precision scheduling and performance oversight model.
Precision Scheduling
Liveops offers a precision scheduling capability that uses 30-minute interval forecasting and AI-powered demand modeling to align agent availability with real-time and predicted customer contact volume. This operational service helps brands reduce idle time and overstaffing costs during slow periods while ensuring adequate coverage during peak demand. It is applied across all client programs as part of Liveops' managed outsourcing model.
Sales and Lead Generation Outsourcing
Liveops provides inbound and outbound sales outsourcing services including voice sales, live chat sales, email campaign responses, SMS text sales support, direct response TV customer service, and lead qualification and nurturing. Experienced brand-aligned agents within the Liveops network handle sales conversations across multiple channels with PCI compliance and CRM integration to protect customer data. Clients have reported 25-55% cost savings and 109 basis points higher sales conversion compared to traditional models.
Technical Support Outsourcing
Liveops delivers omnichannel outsourced technical support including tiered support, device and hardware support, software application support, network and connectivity support, system configuration and remote access, and incident and outage response. Agents are certified in technical support best practices and deployed through a flexible, remote-first model that can scale capacity by up to 1000% for unplanned volume surges. The service covers voice, chat, email, and text channels.
Considering Liveops?
Our team will work with you to determine if Liveops is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.