InstantService? Releases New Chat and Email Management Features to Enhance Integrations and Agent Administration
InstantService™ Releases New Chat and Email Management Features to Enhance Integrations and Agent Administration
Seattle, WA (PRWEB) November 16, 2005
InstantService, a leading application service provider of online customer communications, today announced the release of exciting new additions to its popular chat and email management solution. New Integration Panels and more Optional Data Fields have been added to enable seamless integrations with other applications, including CRM and knowledge base solutions.
“This new release provides an easy way to exchange InstantService session data with other applications to enhance the workflow of chat and email used for online sales and customer service,” said Mike Lande, CEO of InstantService. “We are very excited about its potential, and we look forward to working more closely with our partners and customers to streamline and synchronize our customer communications technology with other solutions.”
Additional features simplify the creation and management of large numbers of agents with new Agent Role and Agent Team concepts. Enhanced Chat Session Monitoring, Custom Agent States, and new reports provide a better assessment of agent productivity.
To learn more about the new features available in the InstantService Fall ’05 release, please visit http://www.instantservice.com/chat to chat with a sales representative.
InstantService New Feature Highlights:
Integration Panels
This feature permits the exchange of customer, agent, and session data to third-party web applications. Each Integration Panel displays the application’s output and interface in one of several embedded panels within the Agent Console interface. A JavaScript API allows for easy delivery of data from the web-based application back to the Agent Console.
Agent Roles
The Agent Roles feature enables permission settings to be defined, saved, and then assigned to one or many InstantService agents at once. If a pre-defined Agent Role is changed, all agents assigned to that Agent Role assume the same changes. This feature greatly simplifies the administration of different InstantService user types, such as agents, supervisors, developers and account managers.
Agent Teams
The Agent Teams feature enables department assignment and rights settings to be defined, saved, and then assigned to one or many InstantService agents at once. If a pre-defined Agent Team’s department assignments are changed, all agents assigned to that Agent Team assume the same changes. This feature greatly simplifies the administration of different InstantService user skills, such as sales, support, and management.
Custom Agent States
InstantService’s Custom Agent States feature allows managers to define five additional states of agent unavailability (such as “At a Meeting” or “Out to Lunch” or “On the Phone”). The Custom Agent States feature also provides a new Agent Availability report for enhanced assessment of agent productivity.
Additional Optional Data Fields
Twenty Additional Optional Data Fields have been added to the InstantService system. A total of 26 Optional Data Fields are now available. The Optional Data Fields allow integration of additional customer data into the InstantService Agent Console and Reports. Each optional data field can be assigned a custom Optional Data Label, as well as a “Read-Only,” “Display-Only,” or “Hidden” attribute.
Agent Typing Indicator
The Agent Typing Indicator informs the customer when the agent is typing a response. When this feature is enabled, a customizable text message appears in place of the Agent Image in the Customer Chat Client when the agent is typing. The Agent Typing Indicator enhances the customer’s chat experience and reduces chat session abandonment while agents are typing long responses.
Enhanced Chat Session Monitoring
The Enhanced Chat Session Monitoring feature provides a new status column to indicate whether chat sessions are “In Progress” or “Completed.” Managers can monitor “Completed” chat sessions and choose to end them if agents are taking to long to close them. InstantService will log chat sessions closed by monitors.
Account Usernames
Account Usernames allow companies to define their own agent naming convention. InstantService’s Account Usernames need only be unique to the company’s account, reducing the possibility of matching usernames and username inconsistencies within an account. Call centers with multiple InstantService accounts can maintain agents with the same username across all of their accounts.
About InstantService
InstantService offers an integrated suite of live chat, email management, knowledge base, website analytics and lead capture solutions designed to increase online sales and improve customer support while reducing contact center costs. InstantService is a hosted application that easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers — the first step of customer relationship management.
Over 300 companies, recognized for their commitment to customer service excellence, trust InstantService’s scalability, security and performance. Clients include America West Airlines, REI, H&R Block, Intuit, Gateway, 3Com, McAfee, Xerox, Sento, Ditech, Sony Online Entertainment, Cendant, Ernst & Young, NEC Mitsubishi, and Venus Swimwear. InstantService is based in Seattle and has been in operation since 1998.
PRESS CONTACT:
Rusty Williams
Public Relations
206-336-7015
press@instantservice.com
###
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Categories: Call Center Agent Tags: Administration, Agent, Chat, Email, Enhance, Features, InstantService, Integrations, Management, Releases
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