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KANA Response Live for chat and collaboration offers customers unparalleled escalation convenience as agents can instantly help customers complete their self-service transactions via live chat and Web page co-browsing.
While providing customers with quick escalation, KANA Response Live also ensures that contact centers can efficiently manage high volumes of collaboration sessions. With messages automatically routed to the appropriate queues, the ability to manage up to four live chat sessions at once, pre-formatted replies, quick transfer with full session transcripts and conferencing, agents manage high volumes of incoming messages with ease.
With KANA Response Live in the contact center, you can:
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Increase agent efficiency and professionalism with a suite of productivity tools.
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Improve agent performance with real-time queue and session monitoring.
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Keep sessions private with security that has passed numerous audits by financial institutions.
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Reduce TCO with centralized administration across collaboration channels and departments.
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Choose from on-premise and Software as a Service solutions for live chat and collaboration designed to meet the volume requirements, contact center staffing and infrastructure needs of your particular organization.
Highlights
High-performance desktop
Business rules dynamically route inquiries to channel and agent queues where agents can manage up to four text chat sessions at once. Pre-defined, standardized responses with text and URLS, spell checker, profanity blocker, chat session transfer and conferencing increase agent efficiency, professionalism and response speed.
Secure live sessions
Built-in security ensures compliance with corporate and legal privacy requirements. Business rules control co-browsing to prohibit a user from viewing or entering text into a web-form field, limit co-browsing to certain URLs, and disable submit buttons for one or more users. SSL encryption, user authentication, desktop and session security protect data privacy throughout the session.
Quality monitoring
Service level monitoring offers real-time insight into queues and agent group statistics. Supervisors can silently monitor agent performance with real-time access to chat and co-browse interactions. Interaction metrics capture detailed session data including participants, length of the session, transcripts, pages co-browsed and length of time on each web page.
Multi-tenancy architecture
Designed for enterprise customer service operations, the multi-tenancy architecture supports multiple departments with a separate configuration for each including look and feel, business rules, user accounts, security, language, pre-formatted responses and queues.
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