Organisations therefore need to think beyond collaborative browsing
or algorithmically-driven technologies if they are to truly engage customers by delivering the most effective offers, products and messages possible.
RT: Collaborative browsing
, form sharing and integrated push technology are very sexy technologies, but are they more flash than substance?
LAN-based and PC-based telephone systems are beyond the scope of this update report, as are such product categories as audio call recording systems, predictive diallers, collaborative browsing
software, CRM software and e-mail management software which, although they may include a CTI capability are not, per se, CTI products.
The new features will enable companies to increase sales by automatically targeting and converting the hottest leads on e-commerce websites, provide better assistance to customers via collaborative browsing
and joint form filling, and further improve agent efficiency with new enhancements available in the InstantService Agent Console.
Browser-based agent desktops coupled with blended queuing and routing to enable live agent interaction via the Web with voice char, collaborative browsing
or instant messaging, and cross-channel applications such as Web callback.
0 also adds collaborative browsing
to Talisma Chat, enabling Advisors to help customers navigate the online portal as well as any other Web site.
Proficient's secure and fully bi-directional collaborative browsing
module allows the agent and consumer to browse pages together, and allows the agent to jointly fill forms and/or sign up for services in real- time with the online customer.
Introducing Collaborative Browsing
, Enhanced Analytics, and