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U.K's FCO Offers Live Chat Services for Passport Enquiries, Offered to Americas First

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August 31, 2012

U.K's FCO Offers Live Chat Services for Passport Enquiries, Offered to Americas First

By Daniel Brecht, Contributing Writer


Hinduja Global Solution in the United Kingdom (HGS UK), a global leader of customer relationship management (CRM) for businesses, has the drive to consistently meet and exceed its client expectations. The company proactively creates value to clients' businesses, providing high quality operational processes to meet business objectives. 


Last month, HGS earned eSCM-SP Capability Level 4 certification. As a contact center services provider, HGS UK offers innovative outsourcing solutions; as an offshore back office processing and IT solutions service provider, HGS UK is well-known for its ability to deliver consistent superior business results for customers in virtually every industry sector.

Recently, HGS UK commissioned Synthetix, a provider of multichannel customer service software, to build a Web-based customer service – a live chat transactional Web chat support system – for the U.K. Foreign and Commonwealth Office (FCO) to handle passport enquiries.

This customer service project makes use of the Synthetix liveChat software. It is the one Synthetix knowledge base software for call centers that will allow customers to have a one-to-one dialogue with one of FCO call-center agents. This is what is needed to provide a reliable service for passport applicants for people residing within the Americas region.

Synthetix liveChat works as a paid-for live chat service. Customers will be able to connect directly with FCO call-center agents through a Web browser and once they follow the on-screen instructions to purchase their web chat pin number (the fee is £3; three British pounds sterling = 4.74 US dollars); and when they decide to enter a live Web chat session with FCO, all that is required is for the customer to enter his/her PIN. It’s that simple.

Via the Web and with the use of a PIN, the Synthetic call-center knowledge-base software is able to allow FCO customers to use a live chat agent console to type their questions and receive answers, in real-time, from a liveChat agent. Enabling customer's live key presses is the innovative approach and the cutting-edge technology HGS UK had in mind when they chose to work with Synthetix to support the FCO contact center. It simply meets the demands of customer service agents and their clients’ needs (in having instant feedback and qualitative information).

When it comes to dealing with customers live, HGS UK knows that the Synthetix liveChat software is able to produce the necessary content management services and solutions in delivering better support and services to FCO customers.

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Edited by Brooke Neuman







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