LivePerson.com SaaS Call Center Applications

LivePerson automates bi-weekly web application updates and cut its service window in half, with Nolio.

CLIENT
LivePerson
LOCATION
New York City, New York, USA
INDUSTRY
SAAS/Web-Based Call Centers
ABOUT
LivePerson (NASDAQ: LPSN) is a provider of call center services and web-based engagement solutions servicing more than 6,000 companies, hosting upwards of 1M daily conversations. LivePerson's call center applications are based on multi-tier applications deployed across web, database, middle-ware and storage servers, distributed across hundreds of servers and global data centers.

THE CHALLENGE

LivePerson web applications extend web-based call center and engagement solutions for a worldwide customer base. LivePerson operation teams are responsible for keeping the production environment running, updating the services, deploying new applications and ensuring service continuity. WIth the growing complexity of their applications and server environments, LIvePerson was seeking to reduce release errors and scale their operational capacities to manage application service tasks, ranging from large scale alpha-to-beta releases, to routine weekly updates and emergency bug fixes, as well as specific feature releases by customer account. In addition to application quality, LivePerson was keen on improving operations productivity to ensure completion of service tasks within a limited 2hr weekly maintenance window.

THE SOLUTION

LivePerson automates web application updates and deployments with Nolio, building repeatable processes to execute routine and emergency application service tasks across distributed data center environments. With Nolio, LivePerson has been able to cut their application service window in half, reducing forced downtime, while doubling the volume of changes for four-fold operational productivity gains.

LivePerson first introduced Nolio to model and automate the execution of application feature release packages. LivePerson now employs Nolio to automate bi-weekly maintenance tasks, weekly releases of new versions and patches along with troubleshooting, emergency roll-back and disaster recovery processes.

"With Nolio, we have been able to come closer to our vision of streamlining pre-production packaging of data center applications" Shpiner noted "including the receipt of procedures from R&D, checked by QA, ready for execution by operations. By streamlining planned operations, we can focus our energies on unplanned tasks".
- Eran Shpiner, LivePerson.com

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