The document describes a chat center solution that provides online chat support capabilities similar to a call center. The solution allows customers to chat with company support representatives directly from the company's website. It interfaces with other systems like CRM and KM systems. The chat center solution provides queue management, support ticketing, and reporting features. It was developed based on enterprise customer requirements for security, compliance, and regulations.

1. Shmuel Mishali, CEO
Mickey Breznuik, CTO
YOUCC Technologies, LTD
www.youcc.net

2. Chat Center Solution

3. 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 organization's 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 .

4. User turns to the help desk of the
Support Pool company's website, while
choosing a topic which needs
assistance
Company Logo
When receiving a
referral, are a Call
supporter of the
customer's relevant
information and
referral
Web
TLS Session
The system transfers the
reference supporter
support system available
from the database and Click to Chat!
assigns a number for
customer

5. CExpert | User side functionality
Click 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 administrator's
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.

6. Presence
based chat

7. Chat Center Solution
iPhone like Your queue Identification
chat position and personal
information
Customizable
chat screens

8. CExpert | Dispatcher functionality
Click 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 organization's 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.

9. Supporter
Supporting screen based
screen on LYNC

10. CExpert | Shift Manager functionality
Click 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.

11. Shift manager
dashboard

12. Chat Center Solution

13. Architecture Diagram |CExpert

14. System Reports |CExpert

15. 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

16. 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

17. 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.