We are pleased to announce the imminent arrival of the Vivocha Winter ’17 release!
Committed to continuous progress, we make a point to enable agents using great tools and having meaningful interactions with your customers.
Vivocha 5.2 provides a bunch of great new features that strengthen collaboration between customer service agents and visitors, empower supervisors to drive performance improvement and open the platform to new media. The release also brings enhancements in the platform settings that will improve users’ experience and security.
Here are some of our favorite features from the Winter ’17 Release:
NEW COLLABORATION SUITE
Create a dynamic support by collaborating efficiently and effectively with your online visitors
Vivocha’s collaboration suite has been enriched with new tools and enhancements:
Seamless Co-Browsing allows the agent to see the customer’s window through the follower mode, and take its remote control using the presenter mode. It also provides useful capabilities such as mouse over, annotation tool and page scrolling, to provide the best remote assistance.
Screen casting allows both the agent and the customer to stream a specific window or the full desktop to the other party.
Form sharing allows the agent to help customer in filling forms. The feature has been improved, and it’s now possible to select which forms should be displayed to the agent.
Page preview provides the agent with the capability to follow the customer’s navigation on public/static web pages, and can now work with non secure pages as well.
FACEBOOK MESSENGER
Engage with your visitors directly on your Facebook corporate page
It is now possible to connect your Facebook corporate page with Vivocha. Agents will receive notifications for the requests that come from Facebook Messenger, and will be able to chat with fans and visitors directly on their Vivocha console.
Today around 2 billions people are daily using messaging apps to not only chat with friends but also to connect with brands, browse merchandise, and watch content. Thanks to our integration with Facebook Messenger, never miss a chance to convert leads into customers and grow your brand community!
SILENT MONITORING
Empower Supervisors with full control on the ongoing interactions
The real time dashboard area has been enriched with Silent Monitoring. It allows Supervisors to have a better vision on their team performances and activities. In particular, it will let the Supervisors monitoring contacts while they are still in progress. This will give access to the customer info, notes, data collection and, of course, the ongoing conversation between agents and customers.
MEDIA RECORDING
Record, save, replay and download your captured video chats
Media recording allows every Click2Call and Video Chat session to be recorded through a secured and performing VVC Media Server. Audio and Video streams are independently stored in encrypted files. The recorded files are immediately available to Supervisors and Admin users.
SETTINGS & SECURITY
Enhance platform settings with new configuration options
Agents are now able to set up their own sound and visual notifications, with customised tones and display time, in order to never miss an incoming contact request and reduce the dissuasion rate.
Dedicated users can now download reports in two different formats: XSLX and CSV. It allows them to collect and analyse statistics in a way that is best suited to drive call center efficiency.
It is now possible to restrict the access to the console by defining a range of authorised IP addresses.
Want more information? Download the Release presentation by clicking here: http://hubs.ly/H06P4vX0