| For cost effective Web based
Customer Service applications, hotComm Call Group Manager
accepts, acknowledges and queues multiple Service requests
from any Web site, making them visible over secure connections
to Service Agents, equipped with hotComm, who can be located
anywhere in the world. Service and Support can transition
coverage from one time zone to another. As Agents reach
the end of their coverage, they log out of the Support Group
as others log in. All Agents see the active queue, selecting
calls to launch a secure and private session with each caller
according to corporate policy, oldest first, by Agent specialty
or by caller referrer code. IM-Live creates a dynamic, direct
and secure connection to the Service Agent hotComm client
anywhere in the world. And that Service Agent can remotely
manage the user experience at the browser, answering questions,
presenting Web pages or other documents as appropriate.
While waiting in queue, callers
are offered the opportunity to download freeSpeech, the
voice over IP component of IM-Live if they have a microphone
installed, effectively overlapping the queue time. When
the call is picked up, the Service Agent and the caller
have full duplex voice capabilities to quickly address the
caller's questions or requirements. The Service Agents are
able to handle multiple calls, simply moving focus from
one active window on the screen to another and taking their
voice connection with them. |