News
The Gist
- Platform launch. Liveops introduces LiveNexus for enterprise customer care modernization.
- Integrated orchestration. Combines AI, 20,000+ agents and extensive CX data for testing.
- CX leader impact. Supports leaders seeking reliable, low-risk AI adoption in contact centers.
Liveops says enterprises want AI modernization without the risk—and LiveNexus is its answer.
The company on Jan. 21 launched LiveNexus, an AI and human orchestration platform designed to help enterprises modernize customer care operations. According to company officials, the platform combines strategy, testing and scaled execution within a single operating model.
LiveNexus integrates AI, Liveops' network of over 20,000 agents and nearly 30 years of customer experience data within an orchestration layer that tests, routes and scales solutions in real environments. The platform targets CX leaders seeking a practical, low-risk approach to adopting AI while maintaining quality, compliance and customer trust.
Liveops showcased LiveNexus at Customer Contact Week Orlando this week, offering AI maturity assessments and strategy sessions.
Table of Contents
- Responsible AI in the Contact Center
- LiveNexus Capabilities
- Recent Liveops News
- AI-Human Integration in Enterprise CX
- Liveops Background
Responsible AI in the Contact Center
Enterprises are being told they have to move fast on AI, but few are being shown how to do it safely inside the contact center.
- Molly Moore, COO
Liveops
LiveNexus Capabilities
| Capability | Description |
|---|---|
| LiveNexus platform | AI-human orchestration engine for testing and scaling CX solutions |
| AI-assisted agent support | Real-time guidance for agents during customer interactions |
| Enhanced self-service | Automated customer resolution for routine inquiries |
| Quality monitoring automation | AI-driven tools for training and performance tracking |
Recent Liveops News
Liveops underwent a significant leadership transition in April 2025 when Jim Watson was appointed CEO, succeeding Greg Hanover after eight years. Watson, a two-decade company veteran, emphasized technology-led delivery. The company strengthened its executive team in September 2025 by hiring Lilliana Lopez-Sandoval as head of technology and innovation and Michelle Winnett as VP of Professional Services and Strategic Partnerships.
AI-Human Integration in Enterprise CX
Research published by Liveops in December 2025 revealed that while 78% of holiday shoppers interacted with AI, only 29% felt it improved their experience. What's happening in customer service and support? Organizations are drawing clear lines between AI and human agents to optimize contact center operations and elevate customer experience.
Emerging Integration Models
AI now handles repetitive, data-driven tasks while humans tackle complex cases requiring empathy and creative problem-solving, according to recent analysis. Enterprises leverage AI to automate routine interactions, collect contextual information and provide real-time agent support.
Clear escalation paths to human agents remain critical, particularly in regulated sectors where seamless handoffs minimize compliance risks.
By 2027, Gartner predicted up to 40% of customer service issues could be fully resolved by generative AI-powered third-party tools.
Operational Challenges & Governance
Deploying production-grade AI agents demands systematic evaluation, continuous monitoring and adaptive learning at scale. Organizations should:
- Monitor AI logic bi-weekly
- Test against live customer data
- Adjust based on observed patterns
- Establish clear governance models before scaling
AI in customer experience requires ongoing calibration rather than set-and-forget deployment.
Adoption Barriers & Workforce Readiness
PwC research found only 35% of companies have achieved broad AI agent adoption. This signals significant opportunity for organizations that properly prepare their workforce through training programs and positioning human agents as collaborators rather than replacements.
Webinar
Jan
28
Ditch the Desk Phones: How Modern Teams Drive AI-First Communications
Find out how one team finally pulled the plug on a legacy phone system. And built something smarter.
Register
Webinar
Jan
29
Cut the Noise: Deploying AI That Actually Moves the Needle
Learn how to turn AI experimentation into concrete revenue operations.
Register
Webinar
On demand
Empowering Non-Profits: Smarter Crisis Communication and Community Engagement
The cost of miscommunication is measured in more than words. Learn to deliver outreach that's fast, clear and trusted.
Watch Now
Webinar
On demand
Roundtable: Turning Real-Time CX Signals into Business Results
Four big brands. One live, unscripted discussion on how modern CX teams move from dashboards to real impact.
Watch Now
Webinar
On demand
Unlock Connected Service: How to Forecast, Staff & Support Every Channel
Stop juggling tools. 73% of CX leaders say silos damage CX. Build a seamless service operation instead.
Watch Now
Webinar
On demand
Beyond Composability: How Modern Marketers Build Connected Experiences
Ready to launch campaigns faster, personalize smarter and prove your marketing ROI? Discover the power of a modern DXP.
Watch Now
Contact centers are shifting from cost centers to value centers. AI in contact centers enhances agent capabilities to focus on complex, emotionally nuanced interactions.
Liveops Background
Liveops provides contact center as a service solutions primarily to mid-market and large enterprises. Founded in 2000, the company serves organizations in retail, healthcare, insurance and financial services.
Have a tip to share with our editorial team? Drop us a line:
