Liveops Unveils LiveNexus, an AI-Human Orchestration Platform Built for Real-World Contact Centers

Enterprise contact centers are under intense pressure to “do something” with AI—fast. But between compliance risks, customer trust concerns, and pilots that never quite make it to production, many CX leaders are stuck in experimentation mode. Liveops thinks it has an answer.

The company has announced LiveNexus, a new AI and human orchestration platform designed to help enterprises modernize customer care operations with speed and accountability. Liveops plans to debut LiveNexus publicly at Customer Contact Week (CCW) Orlando in early 2026, one of the contact center industry’s largest and most influential events.

At a glance, LiveNexus looks like another AI platform. In practice, it’s positioned as something more pragmatic—and potentially more useful: an operating model that blends AI, human agents, and real-world CX data into a single system designed to move ideas from test to production without breaking customer experience along the way.

From AI Pilots to Production Reality

One of the biggest problems in contact center AI today isn’t lack of tools—it’s lack of follow-through. Enterprises run pilots, test bots, deploy agent assist features, and then stall when results don’t translate cleanly to live environments.

LiveNexus is explicitly designed to address that gap.

Rather than acting as a standalone product, LiveNexus combines strategy, testing, orchestration, and scaled execution into a single framework. The goal is to give CX leaders a low-risk way to test AI use cases using real customer interactions, measure outcomes, and then scale what actually works—while holding one partner accountable end to end.

“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,” said Molly Moore, COO at Liveops. “LiveNexus gives enterprise leaders a reliable way to test, validate and adopt AI quickly, using real customer interactions and operational discipline to protect their brand and customers.”

That emphasis on discipline is notable—and timely.

What Makes LiveNexus Different

Liveops is betting that the future of contact center AI isn’t fully automated, at least not yet. Instead, LiveNexus is built around orchestration: deciding when AI should act, when humans should step in, and how the two work together without degrading service quality.

The platform brings together three core assets:

• Best-in-class AI technologies, applied selectively to CX use cases

• Liveops’ distributed network of 20,000+ experienced agents, operating nationwide

• Nearly 30 years of customer interaction data, feeding real-world learning loops

These elements are unified through an orchestration layer that tests, routes, measures, and scales AI-enabled workflows in live environments—not sandboxes.

That’s a key distinction from traditional pilots, which often rely on simulated data or limited deployments that don’t reflect the chaos of real customer conversations.

A Repeatable, Governed Path to AI Adoption

LiveNexus follows a simple but structured pattern for every AI initiative:

1. Define the problem (not the technology)

2. Run a limited test using real customer interactions

3. Measure impact on customers, agents, and operations

4. Decide whether to scale, refine, or stop

Each use case moves through this loop under a repeatable, governed process designed to minimize risk while accelerating learning. That governance matters in highly regulated industries—or anywhere brand trust is fragile.

Liveops says this approach helps enterprises avoid common traps: chatbots that confuse customers, AI tools that give inconsistent answers, or flashy demos that collapse under production volume.

Practical Use Cases, Not Science Projects

LiveNexus isn’t trying to boil the ocean. The initial focus is on high-impact, practical CX use cases, including:

• AI-assisted agent support, helping agents resolve issues faster and more accurately

• Smarter self-service, reducing call volume without frustrating customers

• Automation for quality monitoring and training, improving consistency and performance

Crucially, these use cases are informed by Liveops’ human agent network. Every AI workflow is shaped by real conversations, edge cases, and judgment calls—not just theoretical models or vendor benchmarks.

This hybrid approach reflects a growing industry consensus: AI works best in customer service when it augments humans, rather than replacing them outright.

Why This Matters for the CX Market

The contact center industry is crowded with AI promises. What’s been missing is a clear operating model that helps enterprises move responsibly from experimentation to execution.

LiveNexus arrives as:

• CX leaders face board-level pressure to show AI progress

• Regulatory scrutiny and customer expectations are rising

• Agent attrition and training costs remain stubbornly high

By positioning LiveNexus as both a platform and an innovation engine, Liveops is targeting buyers who want results—not just software licenses.

“LiveNexus is where we turn AI from a buzzword into a competitive advantage,” said Lilliana Lopez-Sandoval, Head of Technology and Innovation at Liveops. “We combine AI with deep CX expertise in a unified intelligence layer, leading initiatives from concept through scaled deployment.”

That “single throat to choke” accountability could resonate with enterprises burned by fragmented vendor stacks and stalled pilots.

Live Debut at CCW Orlando

Liveops will officially showcase LiveNexus at Customer Contact Week (CCW) Orlando, where attendees can:

• See real-world LiveNexus use cases

• Take a brief AI maturity assessment

• Discuss CX and AI roadmaps with Liveops experts

• Request strategy sessions and early access to upcoming projects

For CX leaders attending CCW, LiveNexus may be less about shiny AI demos and more about answering a harder question: How do we actually make this work in production without risking our customers or our brand?

The Bigger Picture

LiveNexus reflects a broader shift in enterprise AI adoption—from experimentation to accountability. As the hype cycle cools, platforms that can prove operational impact, governance, and scalability are likely to win.

If Liveops can deliver on its promise to orchestrate AI and humans effectively, LiveNexus could carve out a differentiated position in a crowded CX technology market—one grounded not in replacing people, but in making every interaction smarter.

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