IM Software enables real-time service and support.
Press Release Summary:
LiveAssist v2.0 integrates contact center, e-business, and CRM applications. It includes features for priority routing to agents in contact centers, integration with PBX systems, telephony call control, secure offline email, LDAP and active directory support, client SDK, and event launcher for screen pops in eBusiness applications. By embedding Revation Presence Buttons on pages within company's website, customers know when specific groups or individuals are available to support them.
Original Press Release:
Revation Systems Releases V2.0 of LiveAssist With Enhanced Features for Contact Center, EBusiness and CRM Application Integration
Patent pending presence technology ideally suited for use in financial institutions, healthcare organizations, state and local governments and eCommerce websites
MINNEAPOLIS/June 15, 2005 --- Revation Systems, LLC, a leading provider of advanced applications for presence and instant communications today announced the availability of version 2.0 of LiveAssist solutions suite. LiveAssist v2.0 enhances the industry leading instant messaging solution for marketing, sales and service centers. This patent pending technology includes new features for priority routing to agents in contact centers, integration with PBX systems, telephony call control, secure offline email, LDAP and active directory support, client SDK and event launcher for screen pops in eBusiness applications.
"The new features of LiveAssist have made presence and instant messaging an integral part of our business," said Doug Postel, President of MTCSystems. "We have fully integrated LiveAssist into our website, email and Nortel BCM switch so we can support our customers and business partners with real-time help. We can't imagine running our business without it."
LiveAssist integrates seamlessly into a blended contact center environment and enables customers to provide real-time service and support to their websites. By embedding Revation Presence Buttons on individual pages within a company's website, customers know when specific groups or individuals are available to support them. Calls can be routed to individual agents based on skills or other priority levels determined by the Contact Center manager. Complete utilization statistics are included so that staffing decisions can be more effectively made.
"We have turned our LiveAssist application into a competitive differentiator by providing direct access to specific support personnel," Postel added. "This has significantly increased the close rate of our maintenance and support agreements with our customers."
Moreover, LiveAssist v2.0 enables customers to fully integrate into its eBusiness applications with an open HTML interface. LDAP/active directory is supported so that the existing corporate directory and authentication schemes can be leveraged. With custom integration, screen pops enabled by the LiveAssist Event Launcher allow contact center agents to view caller ID, answer the phone, click to dial or pull customer contact information from a CRM system all from the Revation Client application. A client SDK is also available so that customers and their integrators can develop custom instant communications applications based on presence.
"LiveAssist has really advanced nicely with this release," said Perry Price, CEO of Revation Systems. "We can now presence and instant communications enable virtually any eBusiness application in the industry requiring a blended media contact center."
About Revation Systems, LLC.
Revation Systems, LLC is a leading provider of advanced applications for presence and instant communications. Its secure and compliant instant messaging applications are designed specifically to enhance the marketing, sales and support center functions of its customers. The LiveAssist solutions suite includes customer service chat, "toll-free" instant messaging, instant messaging hunt groups and PBX integration. Based on the SAFEc architecture, Revation products are compliant with SEC, Sarbanes-Oxley and HIPAA requirements for logging, privacy and security. In addition, Revation products are highly interoperable and can integrate with virtually any eCommerce, telephony or CRM product for enabling revolutionary presence and instant communications capabilities.
For more information, visit www.revation.com
CONTACT:
Jim Kwock
Revation Systems, LLC
Saint Paul, MN 55124
PHONE. 1- 561-208-6537
EMAIL: jkwock@revation.com
http://www.revation.com
