Features & Benefits of LiveCall

Click to Talk Offers Superior Customer Experience

• Seamless escalation from Web to voice
• Co-browse and push relevant pages to visitor
• Get visitor context prior to start of phone call so you know what to say right away
• Encryption of all voice traffic means that you can rest assured knowing that all you conversations are secure
• Scheduled Call Back — visitors can request a call back at a specific time

Immediate Gratification for Visitors

No waiting on hold or navigating menu options of toll free number

• Automatic routing to appropriate department
• Real-time queue placement indicators display accurate wait times online so visitors know exactly when to expect your call
• Visitors can request a call back at a specific time

Administrative Features

• Unified customer history — supplies all prior tickets and interactions, including phone logs, chat transcripts, e-mail inquiries and knowledgebase/FAQ visits
• Seamless escalation between e-mail and chat to phone
• Call tranfer between operators and departments using LiveCall

Comprehensive Reports & Call Analysis

• Conversion tracking reports to view leads, sales and ROI of marketing initiatives
• Missed Call Logging — for follow-up to hot leads who may have abandoned the call
• Agent Productivity Reports

Global Business Opportunities

• Extend market reach. Overseas customers can call without incurring international phone charges**
• Agents can be located anywhere

Reduce Operational Expenses

• Reduce overhead costs by deflecting calls from your 800 number
• Get high-end telephone system and queue placement features without expensive hardware investments and maintenance fees

** Each seat license includes a generous supply of monthly click-to-talk interactions (1,000 units or approximately 1,000 minutes) to popular destinations. Click here for click-to-talk unit details.

LiveCall Toll-Free (1-800) Numbers Legacy Click-to-Call Vendors Peer-to- Peer VoIP Customer Experience Differentiators Online interaction tools Follows customers through their online session during phone calls. Enables you to view the same pages that customers are browsing to complete forms and checkout pages; and push URLs directly into their active browser. X limited X Seamless transition from Web to voice Supplies the context and nature of customer inquiries before the phone conversation begins. End result: customers are thrilled with not having to repeat themselves and re-explain past issues X limited X Agent status Reassures customers that agents are available. X X Online wait time display Displays accurate wait times online informing customers exactly when to expect your call. X X X No downloads, plug-ins, ActiveX controls X X Business Advantages Real-time monitoring Enables you to monitor visitor online behavior; observe navigation paths; identify entry pages and abandonment points; and track activity patterns. X X X Unified customer history Provides a 360-degree of the customer with access to all prior tickets and interactions-chat, voice, email and FAQ visits-through a single operator console. limited limited X Seamless escalation paths Escalates customers smoothly-from chat to voice, email to voice or FAQ to voice-while supplying agents with insight into the exact nature and context of the inquiry. X limited X VOIP Encryption Ensures that all conversations with your visitors are secure. X X X Reporting & Analysis Conversion tracking Gain deep insight into sales transactions completed and leads generated from online and phone channels. LiveCall's real-time conversion tracking reports deliver accurate ROI data on search engine campaigns such as Google Adwords. X X X Missed call logs Provides comprehensive information on missed or cancelled calls. limited Agent performance Reveals service queues, agent productivity, call activity and handle times. optional X Global Reach & Cost Benefits International access Allows overseas prospects and customers to speak with agents without incurring international long distance charges. limited limited Fixed monthly cost Allocated monthly expense remains stable and consistent from month to month without dramatic upswings based on higher usage. X X X