Liveops

Liveops LiveNexus Agent Assist: Real-Time AI for Contact Centers

Liveops LiveNexus Agent Assist: Real-Time AI for Contact Centers

AI, Application Development, Automation, Customer Experience /

Liveops has launched LiveNexus Agent Assist, a browser-based AI overlay that delivers real-time coaching, compliance controls, and workflow automation to contact center agents without replacing existing platforms. The product targets enterprise CX organizations looking to operationalize AI across heterogeneous technology environments. ECI Research data on compliance friction and integration ease helps explain why the overlay approach is gaining traction.

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The Resolution Gap: Why AI CX Needs Better Human Escalation

The Resolution Gap: Why AI CX Needs Better Human Escalation

AI, Application Development, Automation, Customer Experience /

The Liveops 2026 Resolution Gap Report finds that customers accept AI for simple tasks but expect fast, context-aware escalation to humans when automation fails. Only 10% say handoffs are always smooth, and just 55% of issues are resolved on the first attempt. ECI Research analysis examines what this means for CX technology buyers and the developers building the next generation of service orchestration platforms.

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Why AI Operationalization Is the Real Enterprise Challenge

Why AI Operationalization Is the Real Enterprise Challenge

AI, Application Development, Enterprise IT Strategy /

AI adoption is accelerating, but operationalization remains the hard problem. ECI Research analyst Paul Nashawaty and LiveOps COO Molly Moore break down why governance, workflow design, and accountability structures determine which AI investments actually deliver customer outcomes. The gap between pilot and production is a leadership challenge before it’s a technology challenge.

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AI Simulation Lifts Contact Center Agent Readiness by 57% | ECI Research

AI Simulation Lifts Contact Center Agent Readiness by 57%

AI, Application Development, Customer Experience, Enterprise Applications, Enterprise Software /

Liveops has released cohort-level performance data from its LiveNexus AI orchestration platform showing that simulation-certified contact center agents outperform traditional cohorts on sales conversion, interaction volume, and schedule reliability. ECI Research examines the platform architecture, business economics, and forward implications for AI-assisted workforce readiness across regulated industries.

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AI Agent Readiness: How Liveops Lifted Sales 57%

AI Agent Readiness: How Liveops Lifted Sales 57%

AI, Application Development, Automation, Customer Experience /

Liveops has released results showing AI simulation-certified agents outperformed prior cohorts by up to 57% in sales conversions in their first 30 days. The LiveNexus platform’s approach — AI as rehearsal infrastructure rather than autonomous decision engine — offers a practical model for enterprises navigating the human-AI collaboration challenge. The results raise a pointed question: where else is the “acceptable ramp” assumption quietly consuming margin?

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AI Maturity in CX: Why Hybrid Models Are Winning in 2026

AI Maturity in CX: Why Hybrid Models Are Winning in 2026

AI, Application Development, Customer Experience, Enterprise IT Strategy /

The Liveops 2026 AI Maturity Benchmark surveyed 815 enterprise executives and found that only 6% prefer fully autonomous AI in customer experience environments. Most enterprises sit in mid-maturity stages, and organizational readiness has overtaken technology capability as the primary transformation barrier. ECI Research examines what this means for CX investment strategy and AI platform design.

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