Inbound

ALL FEATURES FOR YOUR INBOUND CUSTOMER CONTACT

Supervision – real-time

With the help of these comprehensive supervision tools, the supervisor can monitor and modify the status of agents at any time.

Scripting

The scripter allows you to support your employees during the call. Customer information is displayed and data enriched.

Chat

Chat/pro-active chat helps you retain your online and other customers while at the same time increasing your sales conversions.

Workforce ManagementWFM

Contact Center Live provides a 'next-generation' WFM solution that enables companies to optimize staff deployment, save on payroll costs and improve their service.

Call me now

The ‘Call Me Now’ functionality is the ideal way to convert website visitors into calling customers.

Multi Channel

Our software supports various customer contact channels: telephony, e-mail, chat, social media and apps.

Reporting

All the information around your campaigns is stored in databases, which means the application can provide crucial information about all call center statistics if required.

Blending

The use of blending enables your contact center staff to handle multiple types of customer contacts (in and outbound calls, e-mails, chat) simultaneously or consecutively.

IVR

Thanks to the simple graphical interface, you can set up your own Voice Response and easily adjust it based on current traffic levels. By using an IVR, you can easily increase your company's reachability.
 

IVR

Thanks to the simple graphical interface, you can set up your own Voice Response and easily adjust it based on current traffic levels. You can make modifications from any type of device (PC, laptop, mobile phone).
By using an IVR, you can easily increase your company's reachability. The IVR gives the customer a list of options. Based on the choices entered, the customer is put straight through to the right person or department which can answer the question. That way, you save your employees a lot of time and your customers receive faster and better assistance.

 
 

SUPERVISION - REAL TIME

With the help of these comprehensive supervision tools, the supervisor can monitor and modify the status of agents at any time. The supervisor has real-time access, giving him/her a complete overview of all the relevant information (AHT, SLA, waiting, abandoned, etc.) of the contact center at a glance.

The supervision screen contains a toolbar with telephony functions which the supervisor can use to listen in, whisper, launch conference calls, send messages, record conversations and take over screens in order to give the employees optimum support. With the help of these comprehensive supervision tools, the supervisor can therefore monitor and adjust the status of the agents at any time.

 
 

Scripting

The scripter allows you to support your employees during the call. Customer information is displayed and data enriched. Contact Center Live features an integrated scripting tool which allows you to easily create scripts to support your agents during the customer dialogue. The scripter is also suitable for establishing links with other applications and databases. This allows data to be directly displayed, modified and stored in the back office systems by means of the script.

 

Benefits:

  • Quickly and efficiently create web scripts
  • Log and follow up data stored in databases
  • Automatically send e-mails and text messages
  • Simple CTI link
  • Integration with other applications and infrastructure possible
 

Chat

Chat/pro-active chat helps you retain your online and other customers while at the same time increasing your sales conversions. Proactive chat allows you to help customers and website visitors in a targeted way in order to find answers to all their questions. This live support can be provided in the form of live chat, depending on the visitor's click behavior.

Proactive chat avoids having visitors leave your website in order to contact your company through another channel or even go to a competitive provider – so helping you retain your online/other customers while at the same time increasing your sales conversions.

 
 

Workforce ManagementWFM

Contact Center Live provides a 'next-generation' WFM solution that enables companies to optimize staff deployment, save on payroll costs and improve their service. Together with its partner Invision/Injixo, Contact Center Live offers a 'next-generation' Workforce Management solution that helps companies optimize staff deployment, save on payroll costs and improve their service by assigning the right people to the right task at the right time.

 

Convert website visitors into calling customers. The ‘Call Me Now’ functionality is the ideal way to convert website visitors into calling customers. The ‘Call Me Now’ button makes a telephone connection between a visitor to your website and one of your employees.

 

Call me now

Convert website visitors into calling customers. The ‘Call Me Now’ functionality is the ideal way to convert website visitors into calling customers. The ‘Call Me Now’ button makes a telephone connection between a visitor to your website and one of your employees.

 

With 'Call Me Now', you can offer your customers the option of calling them immediately or at a later time. This is an excellent way to spread activity levels at your contact center.

 

Multi Channel

Our software supports various customer contact channels: telephony, e-mail, chat, social media and apps. Your customers want to decide for themselves which channel they use to contact you. Our software supports different customer contact channels: telephony, e-mail, chat, social media and apps.

 

Facebook

 

Twitter

 

Reporting

Our reporting module offers the following reports as standard:

  • Call-file management report: information about the call list and call results
  • Production reports: qualitative and quantitative data about contact center productivity
  • Individual agent statistics: productivity per agent
  • ACD statistics: useful for determining the number of agents required per shift.

All the information around your campaigns is stored in databases, which means the application can provide crucial information about all contact center statistics if required. The reports can be re-exported to all common formats, including Excel, PowerPoint, Adobe PDF, txt file, Word…

 
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Blending

The use of blending enables your contact center staff to handle multiple types of customer contacts (in and outbound calls, e-mails, chat) simultaneously or consecutively. The use of blending enables your contact center staff to handle multiple types of customer contacts (in and outbound calls, e-mails, chat) simultaneously or consecutively. For example, besides answering inbound calls, an employee can also answer e-mails and/or be allocated to an outbound campaign.

 

The advantage of blending is to achieve the optimum efficiency of the available contact center staff (higher utilization). In addition, using blending allows you to offer your employees more varied work.