How can an enterprise offer customer support functions anytime, anywhere?

Mobile and wireless devices are quickly being embraced and leveraged within mainstream e-business efforts."
- Gartner

Delivering quality customer service to maximize sales and retain clients is a difficult challenge in any e-commerce environment. That's especially true when the customer is communicating through a wireless device and expects to be able to contact a customer service representative (CSR) at your business anytime and from anywhere. But in addition to these challenges, the wireless revolution already is bringing to savvy companies unprecedented business opportunities.

That's where Live CSR Host comes in. Live CSR Host's solutions for wireless applications bring quality customer services to pagers, Internet-enabled cellular phones, as well as palm devices and other personal data assistants (PDAs). Our robust new technology enables contact centers to service wireless end-users through multiple channels, including automated self-service, email, and collaborative chat. CSRs can even push wireless-friendly webpages to users with web-enabled wireless devices.

From the business side of the equation, Live CSR Host Wireless includes outstanding features that equip CSRs to upsell and cross-sell to wireless customers. Live CSR Host Wireless provides CSRs an unmatched ability to connect to all relevant databases and customer touchpoints within a company, thereby creating a consolidated view of that customer's preferences, purchases and problems. Having that information at his or her fingertips, a CSR equipped with Live CSR Host Wireless can better service a customer in numerous ways: making better suggestions for products and services, checking on a scheduled delivery, resolving issues on first contact. When necessary, Live CSR Host Wireless permits a CSR to reach out and bring into a conversation a supervisor or manager to approve a transaction or explain a policy.

Live CSR Host Wireless is part of Live CSR Host's Enterprise Interaction Suite (EIS), developed to help enterprises better manage their customer interactions and provide enhanced online customer service. EIS is available as a licensed product or as an ASP service. Other components of EIS include Live CSR Host Collaboration (live collaborative chat), Live CSR Host Email, Live CSR Host Telephony, Live CSR Host Assist (self-service) and Live CSR Host VoIP* (Voice over Internet Protocol).

Live CSR Host Wireless Features

Customer Features

• Graphical User Interface. An uncomplicated graphical user interface with effortless navigation capabilities enables customers to connect and interact with customer service representatives.

• Login. Permits customers to log into the service as an anonymous guest or by using their EIS customer account registration information.

• Query. Allows customers to select from a list of predefined questions or elect to enter their own question. The inquiry is then submitted to the appropriate EIS queue for response from a designated CSR.

Administrative Features

• WAP-Compliant Technology. Conforms to the wireless industry's Wireless Application Protocol (WAP), a set of open, global standards for applications and services that use wireless networks.

• Compatibility. WAP-compliant Live CSR Host Wireless is supported by vendors of wireless devices, a majority of network operators, Internet service providers, and infrastructure manufacturers.

• Portability. Portable to virtually any data-capable mobile-phone handset, PDA, or other portable device.

CSR Features

• Collaboration. Wireless customers are placed into Live CSR Host's Universal Queue from which they are selected by a CSR for interactive communication using text messaging.

• Active List. Enables CSRs to view current session information and manage sessions with several customers simultaneously.

• Customer Information Window. Provides the CSR with a view of customer history and information, allowing CSRs to be proactive with support and act on upselling and cross-selling opportunities.

Enterprise Interaction Platform Features

• Router. Intelligently routes interaction requests in the Universal Queue to an appropriate CSR group in order to be processed by the next available CSR.

• Interaction Servers. Coordinates the interaction channels web, collaboration, telephony, VoIP and wireless between the Universal Queue and the CSR.

• Universal Queue. Integrates web collaboration, telephony, VoIP, callback, and wireless chat into a blended queue for distribution and delivery to the most appropriate CSR who obtains the next customer from a single source.

• Predefined Content Manager. Allows business managers and administrators to define and manage, for use by CSRs, collaborative content and messages that are consistent across all channels.

• Enterprise Report Manager. Enables business managers and administrators to create, manage and view reports from interaction data stored in the database.

Enterprise Application Integration Features

• Company Information Manager. Permits administrators to configure and manage data agents that are used by CSRs to access customer-related data.

• Enterprise Application Manager. Allows administrators to configure event-driven controls for third-party applications. CSRs can access these controls to pass relevant customer data and create sub-screens within those applications.

• Application Program Interfaces (APIs). A comprehensive set of programming interfaces that allows third-party applications to integrate into the interaction platform.