Streams
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Give your teams the ability to handle multiple chat streams at once.
Groups
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Create groups of people and set privacy to keep communications secure.
Teams
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Create and customise as many teams as you require.
Media library
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Share rich media from a secure shared library. Add to your library simply by dragging and dropping images onto your Live Interactions.
Omni-device
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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
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Conversations are securely encrypted with the same security protocol as online banks—and all data is stored within the UK.
Categories
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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.
Reports
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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.
Call transfer
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Seamlessly transfer an interaction to a subject matter expert on your team and give them a private description on what the call is about.
Switching
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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!).
Schedules
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Customise availability times for your teams, ensuring customers always know when someone is there to take a call.
Geo location
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Know exactly where the caller is located so you can provide emergency or location-specific assistance if needed.
Searchable Transcripts
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All conversations and groups are searchable, including links and files.
Contextual heads up
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Show what page of your website the interaction was launched from for more context, precision, and reporting.
Guests
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Bring external suppliers and contractors into conversations securely to help solve customer queries quicker and better.
League
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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
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Translate interactions between languages, so that you can provide responses to anyone.
Video Interactions
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Make real-time video calls. For when you need to show, not tell.
Re-open
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Re-open closed calls incase you need to re-establish the call.
Dashboard
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Get a two week snapshot of activities at a glance.