Voice/Contact Center
Live

Live is an advanced CRM platform with support for different communication channels and business processes. It integrates wide range of technologies and modules which are part of standard Contact Center solution. Live is a powerful tool for improvement of relations with the clients and efficient allocation and organization of support resources.
Key Benefits
- CRM and Contact Center functionalities within one solution
- Support for different communications channels: voice, fax, SMS, e-mail, web chat video chat, social media, web form, letter
- Support for business processes: collections, campaign management, direct sales, phone banking
- Modularity and scalability tailor solution to client specific needs
- Numerous references, focus on financial sector
- Experience and know how based on 20+ years of strong development
Functionality
Key functionalities by communication channels:
- Voice: Audio recording, IVR, Dialer, Voicemail
- Fax: integration with e-mail client (E-mail to fax and fax to e-mail), print drivers, integration with multifunctional devices
- E-mail: digital signed e-mails, newsletters, templates
- SMS: push/pull concept, templates
- Instant messaging
- Video chat
- Social network: Facebook, Twitter
- Letter: templates
- Web form
- Personal contact
- Meeting: synchronization for e-mail clients, notifications
Contact processing
Ticket number is assigned to every contact realized through communication channels what enables monitoring of contact processing. It includes support for: workflows, attachments, notifications, escalations, knowledge base...
Support for business processes
- Collections: debt collection planning and execution
- Direct sales: product information, consulting, up-selling, cross selling, target oriented customer advices
- Campaign management: campaign planning and execution
- Phone banking: account balance and transactions, payments
Reporting
Cumulative reports enable tracking of all activities in the history, while analytical reports give detailed insight into particular contacts. Solution also have dashboard and wallboard functionalities for online monitoring of KPIs.
Administration
Solution enables centralized administration and access management which include user, role and system management and audit of all activities.
Address book
Includes creation and use of public and private address books, depending upon particular activities.
Business and IT value
Organizational support
- Support for business processes
- Back office contact processing and escalations
- Contact distribution to agent based on skills, groups, classification
- Availability 24/7/365
Business Planning
- Customized reports
- Process customization
- Back office campaign preparation
Lower operational costs
- All in one solution – from client contact to back office processing
- Solution modularity and scalability
- Open architecture, standards and web-based
- Centralized self-administration and configuration
Customer interaction
- Customer satisfaction and loyalty
- Call recording, monitoring and control
- Multi-channel support
Higher quality of service
- Single Point of Contact for customers
- Service personalization
- Higher availability
- Powerful Statistic & Reporting
Efficiency
- Campaign planning and execution
- Product information / Consulting
- Acquisition / Up Selling / Cross Selling
- Higher Debt Collection rate
Communication channels
- Automated call distribution and skill based routing redirect calls to agents that are in charge of specific client or areas.
Product page
For more information about Live, please visit the product page at live.asseco.com