LiveOps: Use-Cases, Insights and Reviews | 2025 Cuspera

Liveops helped a top five national insurance company handle customer service during natural disasters. The company faced big call surges after storms and needed a fast, flexible solution. Liveops pro...vided remote agents who could quickly scale up to meet demand. During Hurricane Sandy, Liveops increased capacity by 65% and handled nearly 50,000 calls. In Hurricane Ida, 89% of calls were answered in under 20 seconds. The partnership allowed the insurer to keep service quality high during crises and adapt to changing needs.
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Liveops helped a Fortune 100 athletic apparel company improve customer experience with a flexible, remote workforce. The company faced challenges with scaling support during peak seasons and disrupti...ons from the pandemic. Liveops provided a remote agent network, custom training, and rapid deployment. Results included a 23% increase in CSAT, service levels rising from 52% to 86%, and the ability to handle up to 300% of forecasted volume. The partnership led to faster response times and a 34% reduction in average handle time.
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Liveops helped a global retailer handle high call and chat volumes during the holiday season. The retailer needed a flexible solution to manage customer service spikes. Liveops provided scalable voic...e and messaging support, managing 211% of forecasted voice volume and 119% of chat volume. Sales conversion rates rose to 13.09%, above the 12% goal. December became the retailer’s highest revenue month ever. Liveops helped the retailer maintain quality service and brand reputation during peak demand.
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Liveops helped a leading luxury retailer scale customer support during the 2024 holiday season. The retailer faced staffing shortages and high inquiry volumes. Liveops quickly onboarded 671 new agent...s and handled over 8 million customer contacts. They provided 4,250+ extra support hours and resolved 16,000+ tasks from another vendor. Liveops outperformed other partners in key metrics like AHT and CSAT, ensuring strong customer experience during peak times.
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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 provided agile role-play solutions for a leading insurance company's new contact center certification program. The client needed scalable staffing and fast agent certification to keep trainin...g on track. Liveops delivered certified agents within two weeks, supporting realistic role-play scenarios for groups from 15 to over 300. The partnership achieved a 34% reduction in Average Handle Time and a 30% reduction in abandoned calls. The client praised Liveops for flexibility, responsiveness, and high-quality service.
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