PRO, PRO+, and SERVER

Transcription

1 AliveChat Overview PRO, PRO+, and SERVER Version 1.2 Page 1

2 Introducing AliveChat 4. Our Latest Release for 2008! Mac, Windows, or Linux - All You Need is a Web Browser Access AliveChat anywhere you have a standard internet browser (Internet Explorer, Firefox, Safari) and internet. This Cross-Platform, Cross-Browser capability allows you to run AliveChat from any Operating System (Windows, Mac, Linux) which supports the above browsers. All interfaces (Visitor, Operator, Administrator) are web-based, utilizing the latest in AJAX (Asynchronous Javascript and XML) programming to provide a rich, dynamic, and super-fast experience which even rivals desktop applications! Mac Friendly Mac users Rejoice! AliveChat 4 is now designed with Mac users in mind. Run AliveChat on Mac out of the box with the Safari browser, or use Firefox for Mac. Smart Design for Efficiency Now, all chat windows are tabbed or contained within the Operator Console, which allow your representatives to handle more concurrent chats with less work and more efficiency. Say goodbye to the days of multiple pop-up windows which take up extra room in your task bar, and are difficult to navigate on the desktop. Support Unlimited Web Sites with One Account Create different Chat Window designs for different web sites! No longer do you need to use the same Chat Window design for your many web sites. You can now create unlimited brands for as many web sites as you wish. This allows you to easily support many web sites which are routed to one AliveChat account. For more information, check us out at Page 2

3 Table of Contents 1. Introduction 2. AliveChat Versions a. AliveChat PRO b. AliveChat PRO+ c. AliveChat SERVER 3. System Stability and Security 4. Support 5. Licensing a. System Stability b. Data Centre c. Security a. Operator Seats i. AliveChat PRO, PRO+ ii. AliveChat SERVER b. Departments c. Web Sites and Domains 6. Feature Highlights a. On-Demand, Hosted Solution b. Works on Windows, Mac, and Linux with Enhanced Experience with AJAX c. Extreme Customizability d. Multiple Web Site Support e. Live Site Monitor f. Visitor Recorder g. Site Traffic Monitor + 3rd Party Chat h. Multiple Departments i. Call Transfer j. Advanced Call Routing 7. Automatic Software Updates a. Patches and Updates b. Version Upgrades 8. Reporting and Administrative Features a. Chat Transcript Archiving b. Web Site Analysis c. Administrator Site Traffic Monitor d. Performance Reporting e. Operator Performance f. Chat Trend g. Return Visitor Resolution/Chat History Manager h. Average Concurrent Chats i. Operator Log Page 3

4 1. Introduction AliveChat Live Chat Software solution is designed to bring more sales, reduce support costs, and increase customer satisfaction for your organization s product and service offerings. Never anything to download, AliveChat is offered as an On-Demand solution, in which your team gains access to the software 24/7, by logging into our servers via a standard web browser and internet connection. No servers to maintain, no upgrades to perform, no mess. Installation is easy, just add HTML code to your existing web pages, log into our servers, and you are ready to take chats! 2. AliveChat Versions AliveChat is offered in 3 flavors suited to fit an organization of any size: PRO, PRO+, and SERVER: a. AliveChat PRO includes Analysis Tools which is focused on web site traffic analysis and real-time call center monitoring. With the Visitor Recorder allows you to record all your visitors that reach your web site so that you can analyze them at a later time. With the Site Traffic Monitor, your Administrators can monitor all chats in progress between your Operators and Customers. AliveChat PRO geared towards web site traffic analysis and real-time monitoring. b. AliveChat PRO+, our flagship solution, encompasses all the features AliveChat has to offer. In addition to all the features found in PRO, AliveChat PRO+ offers detailed performance reporting modules for your entire live chat system. With AliveChat Administrator Analysis Tools, you can translate this information into something meaningful and understandable. These resulting reports will aid your call center by illustrating operator efficiency elements such as missed calls, queued calls, call length, and response time. From that information you can make adjustments to your call center by adding/removing operators, and changing worker processes. AliveChat PRO+ - offering a complete, robust live chat system with extreme reporting capabilities. AliveChat SERVER is more than a powerful and easy-to-use software package for live chat. Based on the AliveChat PRO+ engine, AliveChat SERVER offers an on-demand and fully managed live chat software service which frees your organization from creating and maintaining a technical infrastructure, managing administrators and developers, and paying expensive, up-front enterprise software costs. AliveChat SERVER - designed to lower Total Cost of Ownership (TCO) by providing a turn-key, yet extremely customizable, powerful live chat solution for large applications. AliveChat SERVER includes all costs relating to customization of chat windows, live chat code integration, and any creative work necessary for integration. 3. System Stability and Security a. System Stability Our software and hardware solutions have been designed to offer you the highest availability, 24 hours a day, 365 days a year. We offer an industry-leading Service Level Agreement (SLA) of 99.9% Uptime which ensures your access to AliveChat is always there when you need it. The application is hosted on dedicated servers which provide real-time data replication with RAID technology (optional for AliveChat SERVER). Automated, offsite backups are scheduled daily to ensure your data is safe and easily retrievable. b. Data Centre AliveChat is hosted on dedicated servers found inside two of the world s most secure, cutting-edge, and reliable datacenters in the world ThePlanet ( and SoftLayer ( With a collection of world-class data centers, having a worldwide footprint of 150,000 square feet, and an array of Tier One providers, ThePlanet has positioned itself as a leader in the global hosting industry. SoftLayer, founded by principals of ThePlanet, is a cuttingedge data center located in Plano, Texas. Page 4

5 c. Security 4. Support AliveChat s chat sessions, operator and administrator access consoles are always conducted with industry-standard 1024 bit Secure Sockets Layer (SSL) Encryption. WebsiteAlive uses security certificates provided by Thawte, a Verisign company which specializes in the generation of SSL certificates for securing web servers. AliveChat SERVER includes unlimited support at no extra cost via phone, , knowledgebase, and live chat. Customization and configuration is also included to make sure AliveChat fits in with your company s brand, and all your administrative duties (such as user provisioning, report creation) is just an away (AliveChat SERVER) 5. Licensing a. Operator Seats b. Departments i. AliveChat PRO and PRO+ include 2 concurrent Operator licenses, with the option to increase additional seats as needed. A concurrent Operator license is defined as the number of Operators allowed to log in at one time. For a full pricing sheet, please contact us direct ii. AliveChat SERVER - Your organization can have up to 1000 simultaneous chat sessions any given time per dedicated server. Each live chat operator can chat up to 10 visitors simultaneously (the average person can handle up to 3 at a time). For a detailed quote for a specific number of licenses, please contact us. Unlimited Departments can be created to house as many Operator accounts as needed. Depending on your hierarchy, group your organization into different departments and easily transfer customer chats from one department to another. 6. Feature Highlights a. On-Demand, Hosted Solution AliveChat is the turnkey, on-demand solution which relieves your organization from managing a server, network, database, and developer team which ultimately reduces Total Cost of Ownership (TCO) and maximizes your ROI. The entire application is hosted within our datacenters and accessible as a service through the internet. Never anything to download or install. AliveChat is available by logging into our web based user interface which is available anytime, 24/7/365. Optional plug-ins include the Windows and Mac Component, which allows you to run AliveChat within your Microsoft Windows Task Bar and Mac OS/X Dock, respectively. b. Works on Windows, Mac, and Linux with Enhanced Experience with AJAX Access AliveChat anywhere you have a standard internet browser (Internet Explorer, Firefox, Safari) and internet. This allows you to run AliveChat from any Operating System (Windows, Mac, Linux) which supports the above browsers. All interfaces (Visitor, Operator, Administrator) are webbased, utilizing the latest in AJAX (Asynchronous Javascript and XML) programming to provide a rich, dynamic, and super-fast experience which even rivals desktop applications! Page 5

6 c. Smart Design Yields Cost Savings Smart engineering and user-friendly design allow your customer service representatives (CSRs) to handle and complete more chats, with maximum efficiency. Features such as tabbed browsing, pre-formatted phrases, and reporting tools allow perform tasks in a fraction of the time. d. Extreme Customizability Create a 100% unique client window experience that matches your web site brand with CSS (Cascading Style Sheets). Configure your chat window text, greeting messages, offline forms, and even direct visitor to another URL if you are offline. Create customized Proactive Pop-Ups geared for different users and pages of your website. For example, create a pop-up for new visitors, one for promotions, and one for support. More details here. e. Multiple Web Site Support If your company has multiple web sites needing support, AliveChat allows you to create unique chat window designs for each individual web site. This allows your organization to retain one AliveChat account which can support multiple web sites with the same Operators! Easy distinguish which web sites and departments your visitors are coming from with our web site identification features. Licensing is only limited to number of concurrent operator seats (see 5a above). f. Live Site Monitor Get real-time information about your visitor as they browse through your web site. Gather their IP address, browser configuration, the current page they are on, and see what link they clicked on to reach your site (also called the referrer). Also find out which country, city, and state they are coming from (distinguished by thier IP address), and all the web pages that they have visited in this session (called "footprints"). g. Proactive Sales Chat Invitations A "proactive" chat request is the ability for a company representative to invite a web site visitor into chat without the visitor performing any action. Once you feel as they might need some additional assistance to their visit on your website, you can prompt them to chat with you. The visitor will not have to click on the support button to chat as in the standard support mode, as they will instead be greeted by a friendly notification that you would like to chat with them. This notification works through pop-up blockers and is cross browser compatible. This notification is also called as a "Proactive Pop-Up". h. Visitor Recorder This new tool allows you to record all your visitors that reach your web site so that you can analyze them at a later time. View their IP, country, city, browser settings, pages browsed, exit page, and duration on your web site. With this valuable information, you can improve the usability of your web site, and monitor how well your Pay Per Click (PPC) campaigns are working. (Also see this in Reporting Features below). i. Site Traffic Monitor + 3rd Party Chat An administrator (a user in addition to your operator licenses) can monitor your web site traffic in real-time. View which operators are currently online/offline/away. Also view which visitors are in the queue, chatting, or just browsing your web site. The user has the ability to engage in 3rd party chats with any existing chat sessions that are occurring. j. Multiple Departments Page 6

7 Create multiple departments for your organization and assign each operator to handle requests from that department. k. Call Transfer Sometimes certain agents/operators may not be equipped to answer a question. AliveChat can easily transfer the customer to another operator. l. Advanced Call Routing Create pre-chat questionnaires which allow your administrators to create questions that your customers can answer before the start of a chat. The customer then will be routed to the Department or Operator which is designated based on their selection. Chats will be routed to a group of Operators with Automatic Call Distribution, which balances call volume amongst all Operators, or customers can select an individual Operator to connect to. 7. Automatic Software Updates a. Patches and Updates Your AliveChat SERVER instance automatically receives new bug fixes when they are available. Everything is transparent to the end users, and AliveChat performs better and more efficiently as time progresses. b. Version Upgrades Never pay additional licensing for upgrade costs. AliveChat SERVER includes all version updates which are seamlessly transitioned and transparent to the end user, so no testing and re-testing of the next version of AliveChat is necessary before deployment. 8. Reporting and Administrative Features Call center reporting allows you to quantify the effectiveness of your live chat support center. Instantly gauge the performance of your operators, discover peak times of support activity, and monitor your web site traffic with reporting tools. a. Chat Transcript Archiving Chat transcripts can be downloaded and archived for future use. With our Chat Transcript Export tool, administrators can select a date range to download chat transcripts into Comma Separated Value (CSV) format, for easy exporting into other systems. b. Web Site Analysis This new tool allows you to record all your visitors that reach your web site so that you can analyze them at a later time. View their IP, country, city, browser settings, pages browsed, exit page, and duration on your web site. With this valuable information, you can improve the usability of your web site, and monitor how well your Pay Per Click (PPC) campaigns are working. c. Administrator Site Traffic Monitor An administrator (a user in addition to your operator licenses) can monitor your web site traffic in real-time. View which operators are currently online/offline/away. Also view which visitors are in the queue, chatting, or just browsing your web site. Your administrators have the ability to engage in 3rd party chats with any existing chat sessions that are occurring. Page 7

8 d. Performance Reporting For every call center, improving efficiency and productivity is an ongoing process. For each chat session that is recorded, AliveChat gathers the statistical data and stores it in its databases. With AliveChat Administrator Analysis Tools, you can translate this information into something meaningful and understandable. These resulting reports will aid your call center by illustrating operator efficiency elements such as missed calls, queued calls, call length, and response time. From that information you can make adjustments to your call center by adding/removing operators, and changing worker processes. e. Operator Performance Administrators may monitor an operator's number of calls taken, average calls per day, average response time, and average call length. f. Chat Trend Use this tool to query average chat requests per hour. Results can be downloaded into.xls format. g. Return Visitor Resolution/Chat History Manager Use this tool to query chat requests to find customer requests that are solved in one chat session or multiple chat sessions. h. Average Concurrent Chats This report allows call center administrators to gauge the amount of concurrent chats over a specified time period. Results will indicate if the call center is under or over staffed, suggesting changes to increase efficiency. i. Operator Log Find out which operators have logged in and out during a specified time periods. This allows you to find which operators are available to chat on your web site. Page 8