Overview

Give your teams the ability to handle multiple chat streams at once.

Create groups of people and set privacy to keep communications secure.

Create and customise as many teams as you require.

Share rich media from a secure shared library. Add to your library simply by dragging and dropping images onto your Live Interactions.

Any device, anywhere. Your visitors and teams are mobile, so your Live Interactions should too. Accessible on desktop, tablet or smartphone—and omni-device synchronisation means conversations are never lost.

Conversations are securely encrypted with the same security protocol as online banks—and all data is stored within the UK.

Create reports on how your teams and staff are doing. View stats on timeouts, abandoned calls, resolutions, closure times, closed interactions, interactions by category and more.

Create and set categories for calls so that you can understand what people are calling for in reports. Re-organise mid-call, or at the end if required.

Knowledge Bot will auto-activate when outside of available hours or if no one is available, making sure service users can always get what they need. If they can't, then it sends a callback request and log to the team to pick up when they are next available.

If Knowledge Bot can't answer the question, it will either send the call to a support agent or send a callback request to the support team.

When a customer asks a question the Knowledge Bot retrieves the relevant answers. If those are not quite right, it will deliver new answers and will never repeat itself. It learns which answers are the best and uses those.

If a support officer comes online when Knowledge Bot is responding, they can interject and take over to provide 1-2-1 support.