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LIVECHAT Contact Center is a online customer support application. LIVECHAT Contact Center enables fast and intuitive contact between customer, who visits company web site, and its employee. It also allows receiving information about customers activities what ensures invaluable knowledge source in the process of sale and marketing activities. It creates absolutely new communication channel combined with classic call center. LIVECHAT Contact Center allows multiple conversations with customers, partners and employees at the same time. It also enables real-time traffic monitoring on company’s web site. Particular customers can be invited to the chat with operator through the window of web communicator. Also, the process of invitation can be automated in application settings by proper definition of time spent on web site or number of pages visited by customer. If invited customer starts to chat, but operator will not be able to answer asked questions, the application enables transferring customer to another specialist. What is important, new operator does not lose the content of previous chat, which is being transferred with customer as well. During the chat operator can obtain a lot of information about his interlocutor, i.e. referrer web site address, the date of last chat or number of visited web pages. The operator has an access to the history of chats with customer. He is also able to send a link from central links base or answer with use of pre-defined answers placed in company’s knowledge base. If it is needed, the application allows operator to take over customer’s desktop if he clearly expresses his agreement to it. Data transmission in Contact Center is being processed with use of SSL protocol, what guarantees top security level and safe communication channel in the company. With adopted functionalities operators receive tools which enable effective chats with up to 5 people at the same time.
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