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.
Security & privacy
Conversations are securely encrypted with the same security protocol as online banks—and all data is stored within the UK.
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.
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.
Seamlessly transfer an interaction to a subject matter expert on your team and give them a private description on what the call is about.
Seamlessly switch between teams and groups to obtain and deliver information. Got a question about a specific issue? Speak directly with a supplier or subject matter expert in one interaction and deliver that message back to your customer (all without any hold music!).
Customise availability times for your teams, ensuring customers always know when someone is there to take a call.
Know exactly where the caller is located so you can provide emergency or location-specific assistance if needed.
All conversations and groups are searchable, including links and files.
Contextual heads up
Show what page of your website the interaction was launched from for more context, precision, and reporting.
Bring external suppliers and contractors into conversations securely to help solve customer queries quicker and better.
See who's doing the best work with a league table—a way to clearly see stats on your team, gamify engagement, and provide incentives.
Translate interactions between languages, so that you can provide responses to anyone.
Make real-time video calls. For when you need to show, not tell.
Re-open closed calls incase you need to re-establish the call.
Get a two week snapshot of activities at a glance.