What is a Real-Time Client?

The Real-Time Client provides an extremely simple interface that guides agents through the handling of customer interactions according to an organization's policies and directives. It is an application that transparently runs in the background on an Agent's computer to provide assistance in the handling of the dynamics of customer interactions in real time.

See the Real-Time Client User Guide for a full description of all the options it provides.

The Real-Time Client provides Agents with the following:

Customer Handling Tools: A variety of software tools for handling customer interactions, as determined by each organization.

Help: Tool tips describing the options in each application that are typically required to handle a customer interaction.

Callouts: Clear instructions, guidelines, and advice about handling each specific customer interaction that pop up in real time, for example, when a situation justifies a discount or a description of a promotion.

Work flows: Work flows that trigger automated customer-handling processes, such as opening an account or deleting a transaction.

Quick Callout Window: Quick access to a variety of information resources.

Stats: Advanced Process Automation works behind the scenes to monitor performance and enable each Agent to view statistics regarding their performance and how it compares to company goals.