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CExpert is a chat center solution based on Microsoft LYNC 2010 infrastructure; leverage the LYNC system to the benefit of the business in the social era.CExpert enables businesses to have a managed internal or external (or both) chats with prospects and customers across multiple channels and screens through the organization's websites.With CExpert organization can have contact center based on chat rather than on telephony, including all the facilities such as queue management, knowledge management and CRM integration.
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Chat Center Solution
Chat Center Solution• Chat center solution simulate the paradigm of telephony call
center with the equivalent functionality.
• Chat system on-line streamlines the work of a service center with online chat center capabilities.
• Creating additional communication channel from the company’s internet site and social networks , interfacing with the organization's internal employees for support.
• The system was developed based on Enterprise customers requirements in Information Security , Compliance and regulations.
• The system uses the Microsoft LYNC infrastructure and Microsoft SQL - developed in cooperation with Microsoft .
Click to Chat!
Call
Company Logo
Web
Support Pool
TLS Session
User turns to the help desk of the company's website, while choosing a topic which needs assistance
The system transfers the reference supporter support system available from the database and assigns a number for customer
When receiving a referral, are a supporter of the customer's relevant information and referral
Top Features
• Call straight from the company site without external communication channel.
• Identification according to predefined parameters (ID, password, username, mobile number, etc.).
• Can work with anonymous user - the administrator's discretion.
• Choosing a topic dependent support from different screens areas.
• Receive e-mail reference documentation for reuse and reduction of repeated requests.
• Service streamlining - shortening waiting times.• Clear knowledge about service availability banner displayed
on the site.• Chat functionality requires no client side installation.
Click to Chat!
CExpert | User side functionality
Presence based chat
Chat Center Solution
Customizable chat screens
Identification and personal information
Your queue position
iPhone like chat
• Managing several chats simultaneously (a predefined amount of concurrent chats).
• Making escalation (call forwarding) another to representative or manager.
• Use ready-made scripts.• Displays information about the applicant organization's from
the CRM system• Displays information relevant from organizational knowledge
management system• Link transfer capability• Ability to transfer files .• Full documentation of the call - for back posts and the needs for
regulation• Dedicated dashboard showing the Subject , applicant
information, CRM data and knowledge management system data.
Click to Chat!
CExpert | Dispatcher functionality
Top Features
Supporting screen
Supporter screen based
on LYNC
• Transfer a call from a representative support - including all the information stored on the conversation
• Dedicated dashboard that includes four key graphs (information is updated in real time and date of show).• Duration of treatment requests various support topics
segmentation• Number of references to the current day segmenting the
various support topics• Missed reference amount segmenting the various support
topics• Waiting times segmenting the various support topics
• System reports to display information about the activity center• Management Interface - allows setting additional supporters,
adding support subjects , close and opening times.
Click to Chat!
CExpert | Shift Manager functionality
Top Features
Shift manager dashboard
Chat Center Solution
|CExpertArchitecture Diagram
|CExpertSystem Reports
Product Advantages
• Construction of farm infrastructure and customer DRP HA configuration
• TLS encryption end to end communication
• Fully conversations documentation and compliance with regulatory requirements
• Get detailed reports of various segments
• Connect to AD and management support groups
• Distribution of specialized support groups
• Identify the IP address of the applicant uses of information security
• Interfacing systems such as Dynamics CRM & Siebel
• KM systems such as Sharepoint & KANA
• the system exposes Web Services to interface with external systems
• Telephony systems interfacing
Product Advantages
• Adding More Efficient channel service
• Compliance with regulations
• Compliance with information protection procedures
• CRM systems interfacing capability and knowledge management within the organization
• Queue management on areas of expertise - along with the call center support groups and client issues.
• Ability to customize the system meta data fields along with the organization needs.
Organizational Advantages
