FaceTime Uses AOL Instant Messenger
FaceTime Communications has released instant messaging software that allows customer service representatives to talk to customers online, instead of racking up expensive phone bills with tech support calls.
Through the use of FaceTime Message Exchange, customers can contact representatives to receive support on various issues. When the user "messages" the service center, they are given the message that the next available representative will be right with them. Messages can be easily routed or rerouted to the correct department whenever it is required. After talking with the support personnel, typing "end" terminates the session and the service call is completed.
What makes the FaceTime software unique is that it connects to America Online's popular Instant Messenger servers, as well as Yahoo Messenger, so that users can add a business to their "Buddy List" instead of downloading an entirely new protocol. Users can also connect to a business via an icon placed on the company's website, which can be branded to fit each site.
All conversations between customers and service representatives are automatically logged by FaceTime Message Exchange, and easy to use administrative software allows the addition of new agents into specific groups, as well as detailing what type of questions they will answer.
The Representative Interface shows all the details of the call, including customer profile and history, as well as buttons for the next IMs and e-mails. It also has a file management tree with file preview options to help the representative assist the customer.
Using the CustomerSupportal administrators can analyze the system and get feedback on customer response time, agent productivity, amongst other things, then organize them accordingly.
To read more about the FaceTime Message Exchange software, visit FaceTime.net, or you can take a flash tour of FaceTime Message Exchange.