Netop upgrades live chat software, Netop Live Guide

11th Oct 2012

Netop has included real-time APIs, integration modules, and expanded administrator controls in the latest update to its live chat software.

Netop Live Guide offers enables companies to embed two-way text, as well as audio and video chat functionalities, within their websites.

New enhancements to the solution include real-time APIs conveying customer, queue and operator data, as well as the availability of information for inclusion in wallboard displays, telephony systems and performance-evaluation programmes.

Expanded forms and survey allow for great customisation whilst expanded control for admins means a maximum number of concurrent chats for their operators can now be set.

Additionally, Netop Live Guide is now integrated with Zendesk, enabling tickets to be created quickly by operators or automatically through offline requests. 

Kurt Bager, CEO at Netop, said: “Customer experience is a crucial differentiator for our users.  In many online interactions, it’s the thing that makes organisations stand out from the crowd. This update increases functionality and usability, enabling customer service professionals to increase their focus on what matters the most – the customer.” 

Conan Reidy, VP of business development of Zendesk, said: “The combination of Zendesk’s cloud-based customer service software together with the tools available in Live Guide provides a great way for companies to deliver superior customer support.”

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