Vee24 Platform Release: Chatbots, Intelligent-Routing, KPIs & Analytics

Vee24, the Boston-based leader in live customer engagement announces the availability of Version 10 of their live engagement platform. This release unifies the full breadth of live engagement capabilities — text chat, voice chat, video chat, co-browsing & screen sharing — into a single platform experience, with continued support across desktop, tablet, and mobile devices.

A Platform Approach to Live Engagement

Live customer engagements enable human interactions within ever-increasing digital experiences. With the goal of providing assistance when and where customers need it, having a full-service platform to service customers is critical. In fact, all leading customer experience research indicates that at least four out of five consumers prefer dealing with human beings for consumer issues.

“At Vee24, we understand that the best live customer engagement solution offers the right channel at the right moment to satisfy a customer’s need. Whether utilizing chatbots, multi-threaded text chats, or two-way video chats with full co-browsing capabilities, our industry-leading release provides the necessary flexibility and functionality to provide this next-level service.” said Priya Iyer, Vee24’s Chairman and CEO. “Additionally, enhancements to our agent-facing interface further improve the likelihood of a successful engagement.”

Features that Impact your Bottom Line

As part of Vee24’s commitment to continue to lead the live engagement evolution, chatbot technology has been introduced in this release. Coupled with intelligent routing that utilizes information such as product interest, language preference, and other key data, these bots engage with visitors and direct them seamlessly to the best agent resource available.

The Version 10 platform also allows agents to dynamically switch modes of communication within a session to further optimize the live engagement experience. The agent interface facilitates a professional and prosperous experience by keeping important information and capabilities at the agent’s fingertips, including workflows, scripts, checklists, tasks, and even access to SMS, email and CRM systems. The platform provides robust analytics and reporting across various KPIs including operational activities, configurable business metrics and customer satisfaction ratings.

“Having all of the tools of a live engagement under one platform means we can meet our customers in the way they are most comfortable and my agents are equipped for success. Utilizing the Vee24 live dashboards and analytics, I can adjust our live engagement operations to continuously improve customer conversions and satisfaction.” – Natalie Parkes, Sales Development Manager, Sytner Group Limited

The Vee24 platform continues to provide the most comprehensive coverage for end users through its support of any browser and any device and its leading edge handling of WebRTC and Flash technologies for live video engagements.