WizSupport Chat Platform - Features List

  • Communication Channels
    • Live Chat
    • Live Video-Chat
    • On-Line live support
    • Profiles driven (ability to create separate identities and graphics per web site)
  • Call Functions
    • Incoming Call Alert in web and desktop addition
    • Call status with color legend
    • Call Search Engine filtered by date (from-till), operator, subject and profile
  • Back-office functions
    • Integrated Agent Console (manage all functions from one place Chat, video-chat and initiation of real time communication.)
    • Unified Customer History
    • Customer search engine
    • A range of reports about the system's usage and performance
    • A range of reports about the system's operator's performance
    • Real time information about your sites performance
    • Daily reports sent to clients (standard + for managers)
    • Statistic's charts
    • Full graphics customization
    • Enable/Disable waiting window with music and position marker
  • Call Functions
    • Rule Based
    • Send chat info to email(s)
    • Send chat info into a specific http service
    • Delete chat info from server
  • Feedback Management
    • Create unlimited feedbacks
    • Create up to 6 questions per feedback (radio, multiple and free text questions)
    • Reports per client/profile
    • View Results
  • Visitor Interface
    • Full customization of all the system's displayed elements
    • Dynamic invitation text
    • Floating button
    • SSL
    • High server security level
    • Network security monitoring
  • Deployment and Technologys
    • Easy deployment + full participation of our personnel, working with your technical staff, until the system is fully deployed
    • Updates, new version and new features available per license mode
    • High standard of availability
    • Integration possibilities with other Web applications and CRM systems (for details, please contact us)
    • Skill or function based routing of chats and calls
    • Agent user permissions
    • Transfer the call to an other agent or add a specialist to the session
  • Training & Operating assistance
    • Online Help
    • Live assistance (chat, video-chat)
    • Set-up a live web-meeting with our instructors
    • Step-by-step deployment modules
    • Web-based training modules
    • Live Web-meetings
    • Demo's
    • Engaging Visitors
  • Real-Time Monitoring
    • Filtering major areas in the web site (combination of urls in logic rules)
    • Displays visitor track in current session (depends on browser security)
    • Current page
    • Total time in Page
  • Site Activity
    • Day to day online visitors report
    • Top 10 pages visited
    • Last 50 pages visited
    • Heartbeat monitoring
  • Engaging Visitors
    • Click-to-chat
    • Click-to-Video Chat
    • Proactive invitations
    • Pop-up windows and banners self design and store
    • Dynamic-live push of text, banners or windows to selected visitors
    • Automatic push of text, banners or windows
    • Feedback forms preparation and display
    • Post-chat/call survey
    • Offline Survey
    • Queue placement indicator/voice wait time
    • Selection of "waiting music" and possibility to play your own jingle
    • User and country Blacklist (controlled by the operator) function
    • Distress alerter (alerts manager about a "distressed" ongoing conversation)
    • Alerter software
  • Alerter software
    • No need to be logged on in order to operate the system
    • Fully "Web-based" system could be operated from anywhere and anytime All you need is an internet connection
    • Full functional chat, video chat , history , send popup windows , canned responses , links .
    • View real time surfers and send popup windows
    • Set as Offline / Online
    • Counter Bell every new visitor will sound a chime and the ability to send him popup windows
  • Enhancing Visitor Experience
    • Web-meeting (chat / video / voice)
    • Send chat transcript to your e-mail address
    • Chat history
    • Advanced agent Tools
  • Agent Tools
    • Operator Alerts
    • Personalized greeting window
    • Pre-prepared window that shows up when a call is not collected
    • Page Preview
    • Pre-prepared bank of answers
    • Pre-prepared bank of videos and pictures
    • Pre-prepared bank of links
    • Pre determined "Working hours" Automatic activation and de-activation of the system according to pre-determined hours and days
    • Video clips template System allows to record, store and display self-video clips.
    • Video clip push Automatic and manual modes
    • Call routing from one operator to another
    • Call routing according to specified subjects
    • Call routing according to operator availability
    • Call routing according to pre-determined profiles
    • Chat and call transfer
    • Operator Snapshot
    • Block abusive chatters
    • Smart areas to be on top of the traffic in your site
    • Uploading agent picture
    • Filtering agent calls using Profiles and Subjects
    • Ability to see all calls or agent specific
    • Managers mode (view all calls not ability to collect any)
    • Desktop application (Alerter) ability to interact
    • Active/Inactive status for each agent
  • Campaign Optimization
    • Campaign Viewer
    • Real-time visitor info
    • Daily report (sent to client) as to the site and the WIZ system's performance
    • Agent Assessment & Development
  • Agent Assessment & Development
    • Agent Performance Report & statistics
    • Chat Transcript Search
    • Missed Calls Report
  • Manager tools
    • Full manager station that controls all operators
    • Manager alerts (abuse/stress, too long sessions)
    • Manager can fully observe all working stations and actively join sessions
    • Daily reports & real information
  • Logic Rules
    • Create and manage Patterns combined by Rules
    • Rules are objects on the web pages checked for values (>,<,! =, =,length)
    • Patterns can have multiple rules with "or" "and"
    • Patterns are valued in range of 0 100 (highest)
    • When pattern is fired :
    • objects on page can be replaced with html code
    • Popup a template (popup[div] windows)
  • Manuals
    • Create and manage Online Manuals
    • Create Chapters
    • Add Embed Code such as YouTube
    • Add Advanced Text Color, Size, Font .
    • Add Images
    • Add predefined items such as "Did you know" , "Attention"
    • Print Button
    • Can be placed anywhere on the internet/website
  • Keyword Tracking
    • Create rules for each set of keywords
    • Act upon matching of keywords
    • Window popup
    • Redirect to another page