How does Contact Center work?
What makes it so easy to use?
Using live chat software on your website gives your visitors great comfort and there is no need to install any application their computer to chat with the website operator.
Small & midsize business solutions
Enterprise solutions - corporate edition
Small & midsize business solutions
For small and midsize business LIVECHAT offers hosted version of Contact Center in ASP (Application Service Provider) model.
Our company provides live support software, cares about its uptime and security.
All that the website owner has to do is to place chat button code and monitoring code on his web pages.
LIVECHAT Contact Center functionality schema
Operator’s application
The operator’s application an independent software, installed on operator’s PC. It can be installed at many stations using the same company server. They’re all connected with each other, therefore they’re able to communicate and observe the activity on the website. To install the operator’s application on a particular PC, administrator’s rights are required.
Technology: Visual C++
Requirements:
a) Operating system:
- Windows 2000, XP or Vista
b) Hardware:
- pentium 3, 1Ghz processor
- RAM 128 MB
- 100 MB free disc space
Pop-up chat window
The customer’s chat window is an application that does not require any extra software installations. This functionality enables usage of the communicator by customers who don’t have the administrator’s rights.
Technology: Macromedia Flash 8
Requirements:
a) Internet browser:
- Internet Explorer
- Mozilla
- Firefox
b) Macromedia Flash Player plugin
Chat button
The button is located on the website and used to call the operator. The button presents whether the operator is online or offline. The button’s graphic can be personalized.
Technology: JavaScript
Monitoring code
The monitoring code sends details about the customers on the website, using the HTTP or HTTPS protocol. The frequency is set by the administrator. The code is placed on the website`s code before the closing of the marker, and is invisible to the customers.
Technology: JavaScript
Enterprise solutions - corporate edition
The corporate version is an independent installation of the whole system in a company. As a result, the server, database and administrative panel software is installed on the dedicated server.
Other system components requirements (the operator`s application, the customer`s communicator, the button and monitoring codes) are the same as in the ASP version.
Server
The server`s software is responsible for the communication between the operators and for the data collection about the customers on the website.
Technology: C++
Requirements:
a) System:
- pentium 3, 1Ghz processor
- RAM 512MB
- 100MB free disc space
b) Environment
- The Perl interpreter (5.6 or higher)
- WWW Apache 2.0 server
- MySQL 4.x database
- Mail Transfer Agent Sendmail (8.12.x or higher)
Database
The server can use any SQL type database (MySQL, PostgreSQL, Oracle). The data stored on it can be used with integration with other systems, like, for instance, CRM.
Administration panel functionality
The whole Contact Center system is managed by the fully privileged administrator, who is able to manage it through any website browser supported by SSL protocol. Panel also allows adding new operators, managing their rights, and establishing priorities of customer’s inquiries distribution.