Liveops brings AI tools to outsourced support
SCOTTSDALE, ARIZONA — Liveops reported that contact center agents using artificial intelligence-powered certification simulations on its LiveNexus platform achieved 43% to 57% higher sales conversion rates within 30 days of deployment, with advantages in interaction volume and schedule reliability persisting through 60 days.
LiveNexus simulations certify agents before they handle any live calls
Liveops, a customer experience outsourcing provider with more than 25 years in the industry, built the simulation technology into its LiveNexus artificial intelligence (AI) and human orchestration platform as part of a Learning-as-a-Service (LaaS) certification model.
According to a report from USA Today, the simulation layer enables agents to practice realistic voice and chat scenarios against a client’s specific program standards in a controlled environment before their first live customer interaction, without accessing live customer data or production systems.
The approach targets early-tenure performance variability, the period when outsourced contact center agents typically generate the highest rate of rework, escalations, and quality misses.
“LiveNexus allows us to operationalize AI in ways that directly improve customer experience outcomes,” said Michelle Winnett, SVP of Operations at Liveops.
Insurance trial shows 57% conversion lift, 97% schedule reliability gain
In a trial with an unnamed leading insurance provider, agents who completed LiveNexus AI certification simulations achieved 43% to 57% higher sales conversion rates at 30 days compared to agents who did not complete the simulation training.
The same cohort handled 70% to 165% more customer interactions in their first month and maintained a 139% advantage in interaction volume at 60 days.
Schedule reliability, which tracks whether agents honor their stated availability commitments, improved 66% to 82% at 30 days and reached a 97% gain at 60 days among simulation-trained agents.
Liveops said the simulation model is designed to remove the performance ramp that typically makes the first 60 days on a new client program the most variable period in any outsourced contact center engagement.
For buyers evaluating outsourcing providers for contact center operations, the LiveNexus trial data suggests that AI-powered pre-deployment certification can compress the agent ramp that traditionally drives up costs and quality misses in the first weeks of a new program.
Liveops positions LiveNexus as an embedded operational tool rather than a supplementary training add-on, reflecting a broader movement in which outsourcing providers are building proprietary AI capabilities into their delivery models as a performance differentiator.
The approach is consistent with Liveops’ own research, which found that 73% of enterprise CX leaders prefer hybrid AI-human service models over full automation.
Related news
- 73% of CX leaders prefer hybrid AI-human models, Liveops finds · 13 May
- AI, automation projected to transform contact centers in 2026: IBM · 15 Jan
Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
Stay ahead of the outsourcing industry. Join thousands of business leaders who rely on Outsource Accelerator for the news, trends, and expert insights that matter. Subscribe to our free newsletter and never miss an update.
