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TMCnet Live Chat Week in Review

TMCnews Featured Article

September 08, 2012

TMCnet Live Chat Week in Review

By Amanda Ciccatelli, TMCnet Web Editor

This week, the Live Chat space was filled with live chat solutions that improve passport inquiries, workflow processes, and mobile communication via smarthpones.

Hinduja Global Solution in the United Kingdom (HGS UK), a global provider of customer relationship management (CRM) for businesses, has commissioned Synthetix, a provider of multi-channel customer service software, to build a customer service 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, Synthetix knowledge base software for call centers that allows 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.

In other Live Chat news, nVoq Inc., a provider of speech recognition solutions, will be collaborating with Communication Solutions, an expert in delivering B2C and B2B teleservices.

nVoq's SayIt real-time, speech-to-text solution deployed with LivePerson's chat tool has enabled Communications Solution's chat agents to effectively optimize workflow processes as well as the time they spend in a live chat session.

"The SayIt application is a unique tool that gives us the ability to utilize technology as we continue our push for greater efficiencies and economies to scale,” said Tony Ridenour, vice president of Communication Solutions. “SayIt allows our online chat agents to focus less on the mundane task of using their keyboard to relay their responses to the customer and focus more on the actual act of communication with the customer.”

Lastly, provider of social networks and communication technologies, Kik, has recently tapped into the smartphone era.  According to a recent International Business Times (IBT) article, Kik Messenger is a text-messaging live chat service for smartphones that is replacing SMS texting as the primary form of text-based communication for many, signing up over 19 million users to date.

Kik Interactive, the creators of Kik Messenger, wanted the app to address three important issues they saw with phones' internal messaging services. The app allows for communication that doesn't require an instruction manual, while providing useful features other than basic smartphone instant-messaging software offers.

"Kik is hands-down the fastest, most reliable smartphone messenger available," the company said. "And with sent, delivered, read, and typing notifications, your conversations will come to life."

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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