Case Study: a leading U.S. retailer enforces policy and reduces risk with Liveops LiveNexus REVEAL

Leading U.S. Retailer blocks $230K in out-of-policy transactions with Liveops

a leading U.S. retailer faced a challenge in its contact center where agents frequently applied discounts and price adjustments outside of company policy. The retailer's own systems lacked real-time enforcement capabilities, creating significant financial risk and reliance on after-the-fact audits. Liveops deployed its LiveNexus REVEAL solution to monitor transactions and enforce compliance directly within the agents' existing workflows.

The Liveops solution, LiveNexus REVEAL, was implemented as a browser extension that applied real-time policy controls and adaptive risk alerting. It automatically blocked non-compliant transactions and deactivated agent access when necessary. This resulted in $230,735 in out-of-policy transactions being blocked before processing and provided unprecedented visibility into agent behavior, enabling proactive risk management for the retailer.