Chat Center Solution• Chat center solution simulate the paradigm of telephony call center with the equivalent functionality.• Chat system on-line streamlines the work of a service center with online chat center capabilities.• Creating additional communication channel from the company’s internet site and social networks , interfacing with the organizations internal employees for support.• The system was developed based on Enterprise customers requirements in Information Security , Compliance and regulations.• The system uses the Microsoft LYNC infrastructure and Microsoft SQL - developed in cooperation with Microsoft .
User turns to the help desk of the Support Pool companys website, while choosing a topic which needs assistance Company LogoWhen receiving areferral, are a Callsupporter of thecustomers relevantinformation andreferral Web TLS Session The system transfers the reference supporter support system available from the database and Click to Chat! assigns a number for customer
CExpert | User side functionalityClick to Chat! Top Features • Call straight from the company site without external communication channel. • Identification according to predefined parameters (ID, password, username, mobile number, etc.). • Can work with anonymous user - the administrators discretion. • Choosing a topic dependent support from different screens areas. • Receive e-mail reference documentation for reuse and reduction of repeated requests. • Service streamlining - shortening waiting times. • Clear knowledge about service availability banner displayed on the site. • Chat functionality requires no client side installation.
Chat Center Solution iPhone like Your queue Identificationchat position and personal information Customizable chat screens
CExpert | Dispatcher functionalityClick to Chat! Top Features • Managing several chats simultaneously (a predefined amount of concurrent chats). • Making escalation (call forwarding) another to representative or manager. • Use ready-made scripts. • Displays information about the applicant organizations from the CRM system • Displays information relevant from organizational knowledge management system • Link transfer capability • Ability to transfer files . • Full documentation of the call - for back posts and the needs for regulation • Dedicated dashboard showing the Subject , applicant information, CRM data and knowledge management system data.
SupporterSupporting screen based screen on LYNC
CExpert | Shift Manager functionalityClick to Chat! Top Features • Transfer a call from a representative support - including all the information stored on the conversation • Dedicated dashboard that includes four key graphs (information is updated in real time and date of show). • Duration of treatment requests various support topics segmentation • Number of references to the current day segmenting the various support topics • Missed reference amount segmenting the various support topics • Waiting times segmenting the various support topics • System reports to display information about the activity center • Management Interface - allows setting additional supporters, adding support subjects , close and opening times.
Product Advantages• Construction of farm infrastructure and customer DRP HA configuration• TLS encryption end to end communication• Fully conversations documentation and compliance with regulatory requirements• Get detailed reports of various segments• Connect to AD and management support groups
Product Advantages• Distribution of specialized support groups• Identify the IP address of the applicant uses of information security• Interfacing systems such as Dynamics CRM & Siebel• KM systems such as Sharepoint & KANA• the system exposes Web Services to interface with external systems• Telephony systems interfacing
Organizational Advantages• Adding More Efficient channel service• Compliance with regulations• Compliance with information protection procedures• CRM systems interfacing capability and knowledge management within the organization• Queue management on areas of expertise - along with the call center support groups and client issues.• Ability to customize the system meta data fields along with the organization needs.