For cost effective Web based Customer Service applications, hotComm Call Group Manager accepts, acknowledges and queues multiple Service requests from any Web site, making them visible over secure connections to Service Agents, equipped with hotComm, who can be located anywhere in the world. Service and Support can transition coverage from one time zone to another. As Agents reach the end of their coverage, they log out of the Support Group as others log in. All Agents see the active queue, selecting calls to launch a secure and private session with each caller according to corporate policy, oldest first, by Agent specialty or by caller referrer code. IM-Live creates a dynamic, direct and secure connection to the Service Agent hotComm client anywhere in the world. And that Service Agent can remotely manage the user experience at the browser, answering questions, presenting Web pages or other documents as appropriate.
While waiting in queue, callers are offered the opportunity to download freeSpeech, the voice over IP component of IM-Live if they have a microphone installed, effectively overlapping the queue time. When the call is picked up, the Service Agent and the caller have full duplex voice capabilities to quickly address the callers questions or requirements. The Service Agents are able to handle multiple calls, simply moving focus from one active window on the screen to another and taking their voice connection with them.