We are pleased to announce the imminent arrival of the Vivocha Winter ’17 release!
Committed to continuous progress, we make a point to enable agents using great tools and having meaningful interactions with your customers.
Vivocha 5.2 provides a bunch of great new features that strengthen collaboration between customer service agents and visitors, empower supervisors to drive performance improvement and open the platform to new media. The release also brings enhancements in the platform settings that will improve users’ experience and security.
Here are some of our favorite features from the Winter ’17 Release:
NEW COLLABORATION SUITE
Create a dynamic support by collaborating efficiently and effectively with your online visitors
Vivocha’s collaboration suite has been enriched with new tools and enhancements:
Seamless Co-Browsing allows the agent to see the customer’s window through the follower mode, and take its remote control using the presenter mode. It also provides useful capabilities such as mouse over, annotation tool and page scrolling, to provide the best remote assistance.
Screen casting allows both the agent and the customer to stream a specific window or the full desktop to the other party.
Form sharing allows the agent to help customer in filling forms. The feature has been improved, and it’s now possible to select which forms should be displayed to the agent.
Page preview provides the agent with the capability to follow the customer’s navigation on public/static web pages, and can now work with non secure pages as well.
Engage with your visitors directly on your Facebook corporate page
It is now possible to connect your Facebook corporate page with Vivocha. Agents will receive notifications for the requests that come from Facebook Messenger, and will be able to chat with fans and visitors directly on their Vivocha console.
Today around 2 billions people are daily using messaging apps to not only chat with friends but also to connect with brands, browse merchandise, and watch content. Thanks to our integration with Facebook Messenger, never miss a chance to convert leads into customers and grow your brand community!
Empower Supervisors with full control on the ongoing interactions
The real time dashboard area has been enriched with Silent Monitoring. It allows Supervisors to have a better vision on their team performances and activities. In particular, it will let the Supervisors monitoring contacts while they are still in progress. This will give access to the customer info, notes, data collection and, of course, the ongoing conversation between agents and customers.
Record, save, replay and download your captured video chats
Media recording allows every Click2Call and Video Chat session to be recorded through a secured and performing VVC Media Server. Audio and Video streams are independently stored in encrypted files. The recorded files are immediately available to Supervisors and Admin users.
SETTINGS & SECURITY
Enhance platform settings with new configuration options
Agents are now able to set up their own sound and visual notifications, with customised tones and display time, in order to never miss an incoming contact request and reduce the dissuasion rate.
Dedicated users can now download reports in two different formats: XSLX and CSV. It allows them to collect and analyse statistics in a way that is best suited to drive call center efficiency.
It is now possible to restrict the access to the console by defining a range of authorised IP addresses.
Want more information? Download the Release presentation by clicking here: http://hubs.ly/H06P4vX0
Vivocha is delighted to announce that it has been chosen as a Red Herring’s Top 100 Europe, a recognition honoring the year’s most promising private technology ventures from the European business region.
Often providing a dependable identification of future top players – Facebook, YouTube, ebay, Google and Salesforce.com, amongst other current commanding names, have all won the award in the not too distant past.
“Selecting startups that show the most potential for disruption and growth is never easy,” said Alex Vieux, publisher and CEO of Red Herring. “Each year, the competition gets tougher but we believe Vivocha demonstrates the vision, drive and innovation that define a Red Herring winner.”
“We are majorly excited by this victory”, comments Gianluca Ferranti, Vivocha co-founder and CEO, “especially as it tops a winning streak in other significant award competitions and in client signings; more importantly, it signals that our company is evolving to a more mature phase of its young existence, and gives us additional strength and belief in expanding our business internationally.”
Vivocha Video Chat Honored for Exceptional Innovation
“It gives me great pleasure to honor Vivocha as a 2016 recipient of the WebRTC Product of the Year Award for their innovative product” said Rich Tehrani, CEO, TMC. “Our judges were very impressed with the ingenuity and excellence displayed by Vivocha in their groundbreaking work on Video Chat”
Vivocha.com is a cloud service that enables businesses to seamlessly communicate with prospects and customers right on the website, using any combination of VoIP, Video, Chat, Callbacks and collaboration tools like assisted browsing, form & document sharing. With Vivocha a new service can be up and running in less than 5 minutes without requiring any technical skill or system integration capabilities.
For more information about Vivocha Video Chat and to learn how we can help you innovate you customer service operations, please visit www.vivocha.com/video
It’s been a very long week-end in Munich. This weekend has been all about building mash-ups of services available on YaaS (i.e. Commerce, Loyalty, Contact Center and others) at the Global Summit Edition of the SAP Hybrid YaaS Hackfest.
At the end of an intense 3-days coding sprint, teams from the global SAP Hybrid ecosystem took the stage to present a live demo to impress fellow hackers and hackaton judges; the winner of the final prize was vivocha.com
Vivocha showcased integration with SAP Hybris YaaS for Real Time Customer Experience
A mash-up of different APIs and Services to build a Customer Service App to handle interactions with customers, providing the personal shoppers with all the relevant customer data, pulled directly from YaaS services.
It’s the perfect combination of an e-commerce platform and a Customer Interaction HUB, providing a superior shopping experience.
Vivocha is a cloud service that enables businesses to seamlessly communicate with prospects and customers right on the website, using any combination of Video, Voice, and Chat and collaboration tools like assisted browsing, form & document sharing. With Vivocha a new service can be up and running in less than 5 minutes without requiring any technical skill or system integration capabilities.
For more information about Vivocha Video Chat and to learn how we can help you innovate you Omni-Channel Customer Service operations, please visit www.vivocha.com/video
Vivocha and Transversal announce strategic partnership: together to deliver an enhanced customer experience
Milan, Italy (24/07/2014) – Vivocha, the award-winning start-up offering a cloud-based service to engage customers online, has today announced its partnership with knowledge solutions vendor Transversal, that will help deliver a better customer experience and increase process efficiency.
By offering an online self-service facility, businesses enable customers to find answers themselves, without contacting an agent. Such a system can be applied right across the enterprise, ensuring agents, customers and employees alike can find the right answers at the first attempt and every time they need them.
However, in the event that an enquiry is not resolved, it needs to be escalated. The new solution from Vivocha and Transversal addresses this challenge by enabling agents to manage and answer enquiries from multiple entry points through a single, centralized knowledge base and can provide additional agent-specific information to assist with the resolution of more complex enquiries.
“We are truly delighted and proud to be partnering with Transversal, a leading provider in the new generation of knowledge solutions. This partnership will deliver a comprehensive and seamless integration between the two solutions, addressing client needs surrounding live support and real time collaboration, as well as complementing Transversal capabilities in the Web Self Care space” states Gianluca Ferranti, CEO and Co-founder of Vivocha.com “It’s a great opportunity for an innovative startup like ours and we look forward to strengthening this brand new relationship”.
Heather Richards, CEO of Transversal added: “We are delighted to be working with Vivocha, whose web chat product offers a full spectrum of chat functionality and a comprehensive API that is easily integrated with third-party solutions. By embedding Transversal’s knowledge capabilities into the Vivocha chat solution, clients will see a huge benefit in response times and accuracy of information within agent chats.”
Vivocha is a cloud-based service, tailored to businesses looking to engage their customers online, using the most effective communication channel at the right time, with the right agent. Vivocha enables businesses to seamlessly communicate with prospects and customers right on the website, using any combination of VoIP, video, chat, call-backs and collaboration tools, like assisted browsing, form & document sharing.
For more information visit vivocha.com
Transversal is the leading provider of enterprise knowledge solutions for the cloud. Our solutions are designed to help improve agent efficiencies in contact centers, deliver exceptional experiences in online self-service and increase business performance through employees and business partners. Transversal solutions are deployed at over one hundred blue chip companies providing mission critical answers to customers across the globe. Our focus is to connect people with knowledge, ensuring agents, customer and employees alike can find the right answer the first time and every time they need it.
For more information please visit transversal.com