Features

Features differentiate products and define its uniqueness. Features helps to communicate the product outlines and its capabilities. Etech Technology Solutions, ETS, develops each of its product features distinctively to include various functionalities needed for the operational efficiencies. Our product features are designed with the purpose to bring in benefits complementing and supporting your existing systems for your daily processes.

At ETS, we believe in identifying the solution for your problems. A product’s success is based on its apt utilization. With our products, Chat, Email, Flo and QEval, we will always deliver a solution to satisfy your needs making it easy to understand “what is in it for you”.

ChatEmailFloQEval

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General Features

Easy Integration with Your Website
Browser Based Application
SSL Secure Chat (HTTPS)
Online/Offline Status
Real-time Chat Monitoring
Automatic Chat Distribution
Online Conversion Tracking
Typing Indicator

Business Intelligence

Advanced Knowledgebase(KB) Integration
Negative/Poor Survey Alerts
Website Traffic Analysis
Service Level
Survey Analysis
Call Center Reports & Analytics

Chat Operator Console

Visitor List
Geographic Info of Customer
Navigation Listing
Browser and OS Details
Referring URL’s
Previous Chat History
Pop-ups and Sound Alerts
Webpage Push URL
Real-time Website Monitoring
Sound Alerts
Visual Alerts
Canned Greetings
Modify Canned Greetings
Multiple Chat Sessions
Chat Transfer to other Operator/Department/Skill
Built-in Spell Checker
Hotkeys
Canned Responses
Chat Transfer

Chat Admin Console

Built-in Chat Button Images
Customizable Chat Buttons
Customizable Chat Window
Remote Administration
Self Generating Scripts
User Group Management
Roles and Permission
IP Blocking
Profile Management
Defining Invitation Rules
Survey Management (Pre Chat Survey, Exit Survey, Operator Survey & Offline Survey)
Multiple Security Roles
Chat Transcripts
Set Canned Responses
Import/Export Canned Responses
Unlimited Website License
Live Chat Link for Emails

Chat Customer Console

Email Chat Transcripts
Print Chat Transcripts
Typing Indicator
Operator Profile with Image
SSL 128 Bit secured (HTTPS)

Supervisor Console

Real-time Chat Monitoring
Real-time Chat Engagement
Public/Private Messages
Raise a Hand Feature
Informative Reports

Marketing & Strategic Support

Proactive Chat
Post Chat Survey
Scalability

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Agent Console

Auto Emails Distribution
Set Email limit for Agent
File Attachments
Email History
Archive Emails
Email Server Configuration
Canned Responses
Predefine Email Templates
E-Ticket Status Options
Informative Reports
Web Form/Feedback Form Submission
Contact Management
Skill & Status based Folders to Manage Emails
Email Escalation to Supervisors
Service Levels (SLA)
Spam Detection

Supervisor Console

Real-time Email Monitoring
Escalation Email Management
Informative Reports

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QEval Features

Agent Feedback and online coaching integrated
Manage Customer Experience
SaaS Web based solution
Contact Effectiveness at a Glance
Complete Workflow Process Support
Simplified Processes Defined
Real Time Performance Alerts
Suite of Reports
Unlimited Evaluation Forms
Trend and Status Report
Intelligent, customizable evaluation forms
PCI and Recording Encryption
Centralized administration and reporting
Advance Search options
Customizable Evaluations
Flexible Scoring
Online dispute resolution process
Agent acknowledgement through e-signature
Distinctive Role based Access
Attach Call to Evaluation
Real Time Reporting
5 Levels of Reporting

QEval allows your team leads, agents and/or supervisors to login to the QEval module anytime to perform evaluations, review evaluations, analyze up-to-date reports to drive agent skill effectiveness, and improve service and sales conversion. With the access of variety of reports you can easily track overall quality scores, Agent QA score, Team level score, parameter level score, trends for the parameters and much more.

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Features

General Features

Business Intelligence

Chat Operator Console

Chat Admin Console

Chat Customer Console

Supervisor Console

Marketing & Strategic Support

Agent Console

Supervisor Console

FLO Features

QEval Features

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