Compare Live Expert to Other Systems
Companies that use Live Expert know that they need much more than just a videoconferencing system to provide live, remote agent services. To provide your customers the same or even better service than they receive from onsite staff, but with significantly lower operating costs, these Live Expert capabilities are essential:
| Features | Live Expert | Traditional Videoconferencing Systems |
|---|---|---|
| Skill Based Video Call Routing | Each customer has unique needs. Live Expert instantly routes video calls to agents based on each customer’s topic and language preference or by customer profile. Now each customer can have the most qualified person assist them for their specific needs. Also, video calls can be seamlessly routed to company agents, third parties, and partners. |
Do not have these capabilities. Traditional videoconferencing is focused on scheduled meetings, not instantaneous, on-demand sales and customer service needs. |
| Agent Availability & Customer Queue Management |
Monitors agent availability and manages customer queues based on sophisticated rules that are easy to configure. Agents also see how many customers are waiting at all times and can adjust their interaction time accordingly. Centralized, on-demand staffing significantly reduces staffing costs but provides customers at all locations with more availability of service and less wait time. |
Do not have these capabilities. |
| Automated Contextual Content Retrieval | The agent’s Expert Studio automatically presents relevant information about the customer, customer’s location, and customer’s topic selection for each call. These features help agents provide prompt, relevant service while maintaining eye contact with the customer and avoiding uncomfortable pauses while searching for informaiton during the call. |
Do not have these capabilities. |
| Information & Content at Agent's Fingertips | By having all necessary information available at the Expert Studio (even content from other enterprise systems - without any systems integration), agents can assist customers more efficiently and with more information than on site staff can. |
Do not have these capabilities. |
| Like Being There With the Customer | Customers connect to agents with a single touch of the screen. Agents can control all devices at the customer’s endpoint – adjust volume, print, upload/download files, monitor video quality, and automatically reconnect if a video call is dropped. |
Users must be skilled with the videoconferencing system, and the person at the other end of the call cannot help them. |
| Comprehensive System Designed Specifically for Customer Service | Designed and built from the ground-up to provide comprehensive and seamless remote customer services, including CRM, product & service information catalog, inventory availability, order entry & retrieval, concierge function, email follow up, contacting store personnel and more. |
Designed for general purpose videoconferencing, not for customer service, and lack these necessary features. |
| POS & Kiosk Device Integration | Live Expert is integrated with many point-of-sale devices to enable seamless transactions—credit card readers, driver license scanners, laser printers and thermal printers. |
Does not have these capabilities. |
| Flexible Deployment Options | Built to operate standalone or in conjunction with existing kiosks and legacy systems. Live Expert can operate with or without a kiosk enclosure and can be operated in different configurations – single display, dual display, etc. Live Expert also provides the ability to share information with the customer from any other system without any system integration. |
Does not have these capabilities. |
| Runs on Off-the-Shelf Equipment | Live Expert runs on off-the-shelf equipment—no proprietary hardware is needed. If clients elect to have a kiosk enclosure, they can choose their own or select from models we offer. |
Often requires expensive, specialized hardware sold by the vendor. |
| Analytics & Management Reports | Provides comprehensive reports on call center performance, customer activity, agent activity, transaction activity, customer feedback, network connectivity, and system performance. |
Limited to videoconferece call metrics. |
| Easy to Support | Provides easy configuration tools, continuously monitors the health of each endpoint (Expert Stations and Expert Studios), and makes software updates easy to administer. |
Since they weren’t designed for unattended administration and public use, traditional videoconference systems lack the same support features. |
| Inexpensive | Implementation cost per location is a small fraction of the cost of a single store associate. |
Per location costs are high and often require the purchase of expensive videoconferencing hardware. |
| Proven Solution | Live Expert is the industry’s most widely deployed videoconferencing CRM system. Live Expert is used for nearly 10,000 customer service sessions per month and achieves a sales conversion rate of 80%, very high by retail standards. In surveys, an overwhelming majority of customers say that they will use the system again. |
Not used for customer service. |
| Proven Track Record | ClairVista has deep experience and a successful record in developing and rolling out remote interaction systems at thousands of retail locations. We led the development of the Redbox Automated DVD machines and systems for McDonald’s (since acquired by Coinstar), which has grown to 25,000 installations and delivers $1 billion in annual revenue. |
Expertise does not often include remote, public-hardened, unattended videoconferencing solutions. |