LIVE

Customer Experience Management solution with an integrated Consolidated Contact Center Suite.

LIVE is a Customer Experience Management platform. It integrates with a wide range of technologies and modules which are part of standard Omni-Channel Contact Center and Customer Engagement systems. Its seamless integration with CRM and internal IT systems enables a 360ᴼ view of the customer across all interaction points.

LIVE is a powerful tool for client relationship improvement, as well as efficient allocation and organization of
internal support resources.

Features
  •  Two-in-one solution –  an Omni-Channel Contact Center and a communication CRM with business process automation support
  • Web-based solution – intuitive for learning and work
  • Asseco SEE own development, independent from third-party vendors
  • Available customization and additional development on customer request
  • Modular –  a customer can start with base modules and gradually build-up the complete solution
  •  Possibility for integration with multiple enterprise data sources, for holistic customer view
  •  Powerful reporting server with drill-down filtering for custom analytic reports
  •  Extensive self-administration by business users
  •  Easy to integrate with legacy PBX and VoIP telephony infrastructure
  • Multilingual
Interested in LIVE ?
Benefits

Improved Customer Experience Management

  • 24/7/365 multi-channel support
  • Communication distribution to agents based on agent skills, communication classification
  • Interaction monitoring, recording and management
  • Customer data repository
  • Interaction orchestration by means of using customer data information from various enterprise systems
  • Improved customer experience (CX), satisfaction and loyalty

Leading technology for business support

  • All-in-one solution – from client contact to back office processing
  • Solution modularity and scalability
  • Open interfaces for connection to other core SW systems
  • Centralized self-administration and configuration
  • Audit trail

Increased efficiency through ticketing

  • Manual and automatic ticket creation and classification
  • Support for notifications, escalations and ticket attachments
  • Digital workflow definition
  • Ticket history

Positive impact on revenue streams

  • Improved debt collection rate
  • Marketing and sales campaign preparation and execution
  • Boosted acquisition/up-selling/cross-selling
  • Tracking of sales workforce incentive model

Organization and performance planning

  • Powerful and customized reports
  • Insight into process and resource loading
  • Employee KPI reporting