LiveOps: Product updates, Customer stories, and Insights | 2026 Cuspera

Liveops helped a global retail client cut customer support costs by 54% by moving operations to the Philippines. The client scaled from 107 to 1,103 agents in just 3 weeks. Liveops' tiered agent mode...l improved call handling and reduced wait times. The client exceeded forecasted outsourcing needs by 185% during peak events. Filipino agents showed 100% day 1 certification and high retention, ensuring strong service quality.
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Liveops helped a leading floral delivery company handle big spikes in customer service during holidays like Mother’s Day and Christmas. The company needed fast agent onboarding, longer service hours,... and support across calls, email, and chat. Liveops deployed 85 agents, updated training for a new service platform, and re-certified agents in under 30 days. They kept a 97% staffing rate and reached a 91% quality score during peak times. The program also scored 4.67 out of 5 for improving people’s lives, showing strong agent satisfaction.
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Liveops helped a top five national insurance company handle a 65% increase in flexibility and manage 50,000 calls during hurricane Sandy. The insurer faced major call surges after severe ice storms a...nd needed fast, reliable customer support. Liveops provided scalable customer service solutions that adapted quickly to unplanned natural disasters. This partnership enabled the insurer to deliver timely, empathetic support without maintaining a large permanent workforce. The 12-year collaboration shows strong results in crisis response and operational efficiency.
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Liveops helped a top insurance company handle seasonal spikes in customer inquiries. The company needed to convert more inbound interest into licensed sales conversations, especially during annual en...rollment periods. Liveops provided a nationwide network of licensed insurance support agents and rapid, role-specific certification. Seasonal capacity tripled, growing from 200 to 600 agents in three months. Qualified transfer rates hit 20%, and conversion rates reached over 10%, beating previous vendors and goals.
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