Transform your contact centre into the centre of excellence

Logging

The Pre-login option enables contact for those who are not clients yet. Post-login means communication after logging in to online banking. This option provides a client’s details and history. It is also possible to authenticate a client during the conversation.

Seamless switch between devices and channels

The possibility of switching between the devices or communication channels without interrupting the continuity of the conversation.

Inbound and outbound

Inbound and outbound Chat communication can be initiated by a client (Inbound) as well as by an agent (Outbound).

Conversation history & client details

Client information and comprehensive conversation history are always available for both agents and clients.

Message status & push notifications

Information whether the message has been delivered and read by the other party and notifications about a new event in the application, e.g. a new message

Multi chat

Possibility to conduct simultaneous chat conversations with several clients

Screen sharing

Screen-sharing, or providing the screen view by an agent to a client and vice versa, comes in handy when discussing and analysing complex issues. It ensures that a client and an agent are on the same page.

File exchange

With the file exchange function, documents and links can be sent in both directions. All materials are available in the aggregated conversation history.

Co-browsing

When a client experiences difficulty completing the application, they may use a unique form of support – co-browsing. With the client’s permission, the agent takes over and completes the form for them.

Graphical tools

Both agent and client may use graphical tools to highlight the text or point at certain elements with an arrow.

Touchpoints

Enable customers to contact you via a channel they prefer: chat, audio and video calls, messaging applications, email, and SMS.

CRM

Provide top-notch customer support by enabling immediate access to a complete set of client data from a CRM system directly in the agent application.

Banking systems

Mitigate complex dependencies and data dispersion by integrating LiveBank with back-end banking systems.

Realtime data

Customise agent’s and supervisor’s dashboards to keep tabs on KPIs (e.g., Service Level, AHT, ASA, FCR), ticket queue, agents activity, interaction topics, etc.

Historical data

Use visualisations to analyse historical data on agents and team performance, abandonment rate, and the number of interactions per case, topic or communication channel to model frictionless processes. Keep track of customer satisfaction levels and continuously improve CX metrics.

Case status

Tracking progress in case resolution by assigning an adequate status.

Client cases archive

A module containing all historical client cases that allows auditing interactions in various channels.

Case priority

Assigning priorities and sorting issues by priority.

Notes

Adding notes with the information relevant to the resolution of the case.

Multi-case support

Simultaneous handling of several client cases.

Customized greetings

Welcome messages sent automatically to a client when establishing a connection

Canned responses

Predefined responses that can be used by an agent in a conversation with a client to facilitate communication

Availability status

Information about the availability of both agents and clients with the possibility of changing one’s status, e.g. during a break in work

Timers

Graphic elements and text information about connection waiting time, and inactive or queued interactions

Assigned client list

A list of clients assigned to a given agent