Hi,

I have been contracted to set up a 'contact centre' for a new online company in Aust. As 24hr support is provided via ‘live Text chat' and email, I was wondering if anyone could point me in the right direction to any vendors they might thinkwould be good to use or to obtain the 'package' from. An ASP is an option as our operators could access it from anywhere. Are there any listings I could choose from or any sites I could visit that would make this task to find one a bit quicker and simpler? Unfortunately I have not been given much time but am grateful never the less to receive this opportunity. Any suggestions would be most welcome!

Regards

Jon

Jon wrote:

As 24hr support is provided via ‘live Text chat' and email, I was wondering if anyone could point me in the right direction to any vendors they might thinkwould be good to use or to obtain the 'package' from

Jon, there are many vendors you could use. We used Koto Consulting for our development work; they were able to do a superb job in a short space of time. However, perhaps you could be looking at a configurable package - there are many - which might be more cost-effective.

Live chat is an interesting application to have on a site - our own chatroom is fairly basic, but effective with it. I think it only took a few days' work as it currently stands, so can be a powerful tool for a fairly low outlay.

John

I've used a product called Humanclick (www.humanclick.com) which allows you to add live text chat to your web site. While it is great and easy to use, it doesn't easily facilitate many users, and I have on occasion found it a bit slow.

Thanks John and David.! I will look at both options you gave me! Muchly appreciated!

Jon

Hi Jon

What kind of business is the company in? Do the customers expect PC-based support? Maybe phone contact would be best? Have you conducted a study of a sample of your potential custoemrs to see what they would like themselves?

Lots of questions I know, but if the product's audience / customer-base is not technical, there may be resistance to live text and email support. Do you intend to back this up with more conventional contact centre means?

Jim

Hi Jon

What kind of business is the company in? Do the customers expect PC-based support? Maybe phone contact would be best? Have you conducted a study of a sample of your potential custoemrs to see what they would like themselves?

Lots of questions I know, but if the product's audience / customer-base is not technical, there may be resistance to live text and email support. Do you intend to back this up with more conventional contact centre means?

Jim

Hi Jim!

It is an online business! Customers will visit the website and order the product, create an account etc! Hospitality themed website for those in the industry. Extensive research has gone into it etc. It will be online soon and basically the "Owners' want top notch customer service i.e. live chat answered ASAP and all emails answered with a 20 min time frame. It is expected that if a customer is having any sort of trouble on the site in any area, that they have access to 24 hr 'live' help at any time!So basically anyone visiting a website to order, create, and browse should be savvy enough to click on the '"click here to speak to a live operator" :-). That is the stipulation that the owners of the site have requested. Phone support is not an option Jim as to keep costs down for both parties. What I like about text chat is that a good operator can handle 3 or 4 inquiries at once after becoming confident in the product knowledge etc. I can set this up ok, but I was wondering if anyone had a good provider to use. I did find a good ASP - get1on1.com who can initially provide this but I was concerned that it will not be sufficient if the site becomes very popular. Just startup nerves I guess! :-)

As I have just been approached with providing the outsourced solution, I will take your advice and get back to the company and get them to do the sample study! Nice one!

Thanks and take care!

Jon
(Down under!!)

We are currently using RightNow web, you may wish to look at them. www.rightnow.com

Hi

Saiinfo has developed one of the most powerfull contact center management software.
You could possibly visit http://www.saiinfoglobal.com/ for further informations.


Kind Regards

Manoj Patel.

Hi Jon
I realise that your project date has passed but if any work is still current with this client/topic - take a look at NetRep.co.uk - they provide technology to allow website owners to proactively engage their prospects online.

Hi there

i've had experience of setting up Aspects Web Interaction product which supports

Text Chat
2nd Line Call back
Co Browsing (agent pushing client to pages to cross sell and upsell)
Page Markup

also recently visited a recruitment site www.pertemps.com, whilst I was browsing their vacancies a text chat appeared with an agent asking if I needed help. I can't remember the name of the product but it is clearly indicated on their website when the agent comes in (Iwas impressed with this! and have to say have not experienced that on any other websites to date, it was quite unexpected!)

If you are looking for an ASP, i've recently got involved with an ASP in the UK who have gone to market and are looking to expand their client base, I can send you more details if you wish?

rgds

Adelle

You know, Adelle, we could do with one of those chat thingummies here on 'Voice, so as to coordinate chat sessions - anyone know of any good way to integrate such a thing into an existing site?

Just thought I'd ask - curious, you know...

John

John,

If you'd like to contact me I'm the MD at NetRep - the company that supplied Pertemps solution - I'd be delighted to answer your questions.

mike@netrep.co.uk 01793 719034

Regards

Mike

Hi.

I don't see anything wrong with your chatroom John, apart from the little window which tells us who is in there (it doesnt work). I think the idea about scheudling discussions was a good one.

Rob.

Jon, I've set up a couple of Centres here in Australia that supported web-sites and primarily used email as the communications medium. Am only too happy to chat about it - ph 0408 889 209 (I'm in Brisbane) or email lyn.trewenack@bigpond.com . Lasseter's (the Australian on-line casino) has a good web-chat facility that also pops up a picture of the person you're chatting with as well. Have a look at their web-site.
Regards, Lyn

Jon,

Take a look at the White Pajama ASP solution. We won Call Center Magazine's product of the year. Our service will cost "0" in upfront capital and we can set you up with the following communication channels:

Telephony: ACD, IVR, CTI (screen pops for your agents)
Web: email queuing, knowledge based routing
Online Chat
CoBrowsing
Self Service portal (selfservice online account management, FAQ management)

The White Pajama product will fully integrate with your current website, without changing look and feel.

We have a fully customizable CRM database and repoting tool. Our product is highly scalable and perfect for ramping up a growing call center.

Please call me with questions.

Jack Hill
White Pajama
510-259-2524
jackh@whitepj.com
www.whitepajama.com

I'm doing a project on internet call centre. Can anyone tell me how to go about engaging a live talk with a customer service representative or maybe using voice over internet protocol as our project team would like to demonstrate a live chat with an internet call centre on our presentation day to the class of professional.

Thanks
Sue
email: chiang@singnet.com

Jon,

Concerto Software offer a fully blended multi media solution, incorporating Inbound / Outbound voice, email, webchat, fax etc priority queueing for each type of service. Each has the ability to play attention retainers if all agents are busy ( including webchat ) The ability to push web pages to customer's browser etc etc. I am an independent consultant,i.e. not tied to any vendor, so if you want to give me a shout, please feel free.

peterw@thesaurusconsulting.co.uk

Peter

Hey jon,

We can provide you what you looking for.We are basically doing the same thing currently for our back office operations of US business in India. We work 24*7 and we have dedicated voice lines and internet access.
If you are interested we can go ahead and talk further in this aspect.

Thanks,
Moulik.

Dear John
I recognise that it is probably fairly late in the day, as your mail was posted in May 01. If you have found a solution that provides the services you required than please ignore my mail.
How ever if you are still looking fore a solution then please let me know (www.Vytec.net). We have a Product called VIA (Virtual Interactive Assistant). This product not only allows you to text chat and file transfer but a shool of added value services including the opertunity to initial conversation with your browsers / visitors.
We are also working towards launching the Voice over IP and Video over IP solutions for our product.

Feel free to contact us if you require any further information.

Best Regards,