• May 8, 2012

Netop Transforms Live Chat Data into Customer Intelligence

Netop has released a new version of Live Guide, offering access to multiple programming interfaces for easier integration of live chat data with ticketing, customer relationship management and analytics systems.

The new features in Live Guide 5.7 make it possible for Netop clients to integrate data from live chats, including chat texts, demographic information, operator statistics, and marketing data-into their ticketing systems and external analytics systems.

"Businesses are looking for innovative ways to use the valuable customer data that is accrued through online interactions every day," said Kurt Bager, CEO of Netop, in a statement. "With these updates, Netop is enabling the intelligent use of this data to help our clients reach new prospects and improve engagement on their Web sites."

Live Guide 5.7 also allows customers to re-size video chat windows and improves operator notifications. In instances of Internet service disruption, operators will now receive immediate alert notifications through the operator console.

In addition, at the close of a chat, a service ticket, new lead, or activity record in an external system can be quickly created. Data from forms can be intercepted and incorporated into analytics systems to provide better information on visitors' Web site behavior.

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