Live Expert

The world’s most comprehensive, widely deployed &
technologically advanced video chat customer service system.

Live Expert does not require expensive, proprietary equipment or a big IT project. Live Expert can be implemented in days. Our customers use their existing contact centers or 3rd parties to provide efficient, on-demand services online and at onsite locations.

The on-demand service model also enables businesses to provide higher skill personnel and broader services for a fraction of the cost of onsite staffing.

Live Expert helps companies achieve superior results from customer interactions. Live Expert is supported with patents for intelligently selecting agents based on each customer’s location and need.

By instantly matching each customer’s need to agents’ expertise, you achieve greater ROK – Return on Knowledge from the knowledge asset within your organization.

Human interaction on your website—at last.

LE Anywhere makes face to face help available on your website, together with great tools for highly visual guided consultations. Customers can access this service from any computer with no software download required. Customers can even use the service without a camera.

Transforming Online Customer Service

Customer frustration and high abandonment rate are common online experiences, and text chat is a cumbersome tool for sales interactions. There is no substitute for live conversation and consultation with a knowledgeable sales associate. Live Expert also includes a call-back feature to manage customer overflow.

Rich Content Sharing

Agents can share information on the customer’s screen in a variety of ways, including co-browsing, desktop sharing and file transfers. Agents can also share information from other systems without any systems integration. And agents have more information at their fingertips than onsite associates.

Configurable Services

Simply add the LE Anywhere widget to any web page where you want to offer live video chat services. This approach allows you to offer its capabilities for specific products and services. The widget works with the LE Enterprise server to apply your business rules and select the right agent for each customer.

Skill and Context Based Agent Selection

LE Anywhere recognizes the customer’s logical location on your website and automatically routes video calls to the best matched agent. Agents can also be selected based on customer login, prior service interaction, language choice, and other attributes.

Cross Channel Continuity

LE Anywhere users are supported with the same LE Enterprise, LE Studios and agents as for LE Station and LE Mobility users. By providing cross-channel customer engagement, your business develops stronger, more lasting customer relationships.

Easy to Implement

LE Anywhere is a browser based widget that can be quickly added to any web page. It is easy to implement, easy for customers to use, and easy to support. This is the way all technology should work.

Right expertise for each customer, every time.

Live Expert Station uses off-the-shelf PC and components for easy, low cost implementation. The LE Station can also be incorporated into existing self-service applications by using the LE Companion module.

One-Touch Ease of Use

One touch of the screen instantly connects customers to subject matter experts. Customers can also begin video calls by swiping a card or scanning a bar code and be connected to the right agent based on a wide range of parameters maintained in the LE Enterprise server. For example, an agent can automatically appear with a welcome greeting when a preferred customer is identified.

Beyond Self-Service

LE Station generally runs together with existing self-service applications. But let’s face it, self-service applications often do not cut it with consumers. Each individual has a unique way of thinking about a need and articulating it, and no amount of data or technology can substitute the satisfaction and efficiency of two people interacting face-to-face. For customers who need or prefer to speak with a live person, a Live Expert video call is a great option.

Rich Content Sharing and Co-Browsing

LE Station can be deployed using two displays or a single display with a split screen. One is used for life-sized video calls, the other for sharing product or service information with the customer and for interactive transaction processing. Live Expert’s application architecture provides rich, high-resolution content sharing that does not require much bandwidth. This is a distinct advantage over traditional videoconferencing systems that rely on desktop sharing, which consumes significant amount of bandwidth.

Application-Based Quality of Service 

Each LE Station adjusts its video and audio settings in real time in response to any network congestion to minimize packet-loss interference that can affect video playback quality.

Full Agent Control of Customer Experience

LE Stations are integrated with printers, credit card and drivers license readers, bar code scanners, speakers, handsets, dispensers, and media devices. Remote agents have full control of these devices, allowing them to provide a customer service experience “like being there”.

Flexible Hardware Options

ClairVista makes several LE Station kiosks available with a wide range of component options. But customers can choose their own kiosks or implement with no kiosk at all. In all cases, off-the-shelf components result in a lower cost of ownership to our clients.

Coming to mobile devices.

• iPhone, iPad & iPod Touch
• Android Phones & Tablets

Seamless Integration with Live Expert

• LE Mobility users are supported with the same LE Enterprise, LE Studios and agents that serve LE Station and LE Mobility users.
• Cross-channel continuity of customer engagement.
• Cross-module management and reporting.
• Rich functionality similar to LE Station in your customers’ hands.

Complete customer service portal for your agents.

You need much more than video chat technology to provide video-assisted customer services. LE Studio provides a comprehensive suite of tools and capabilities necessary to create a superior customer experience that influences purchase decisions and drives results.

When evaluating video chat solutions, look beyond the video. Check whether the following capabilities are also available out-of-the-box.

Complete CRM Suite

• Call transfer and concierge features.
• Automatic information retrieval for each session— based on customer, location and topic.
• Automatic content retrieval by language choice.
• Full CRM, order processing and invoicing.
• Catalog, favorites, and flexible databases.
• Session documentation and disposition.
• Reporting and analytics for all customer interactions and agent performance.

Flexible, Comprehensive & Inexpensive

• Supports video calls from all channels—LE Anywhere, LE Station, LE Mobility.
• Agents can work from anywhere with internet connection.
• Agents can be employees, vendors or partners.
• Works seamlessly with existing systems, including CRM.
• No expensive proprietary equipment, just off the shelf computer and webcam.
• Not bandwidth intensive.

Agent Control & Visibility

• One-click content sharing, co-browsing, and desktop sharing.
• Agent can display on customer’s screen content from any other system, without integration.
• Thumbnail view of customer’s screen.
• Customer queue monitor.
• Agent can control all devices at LE Station.

• Application automatically adjusts video bit rate based on network performance.
• Real time video & audio quality meters.
• Safely handles network interruptions.
• Agent can instantly contact onsite employees.
• Video frame can be resized or moved to separate display for easier eye contact with customer.

Enterprise Class Application and Architecture

Live Expert Enterprise is the most critical component of the entire Live Expert system. This hosted server manages all the endpoints and processes within the system, as well as provides the tools to efficiently manage every aspect of live, video-assisted services.

LE Enterprise’s advanced architecture also makes it highly scalable and secure for high volume customer support services via the web.

Complete Out-of-the-Box System

• Video telephony switch for call routing and managing queues.
• Manages interfaces to other systems.
• Manages information retrieval.
• Manages multi-language support.
• Manages multi-entity support.

• Monitors network connections.
• Monitors agent availability and makes agent selection.
• Monitors all customer and agent session activity, including agent’s utilization of LE Studio tools.
• Provides customer feedback reports.

• Web-based system administration with secure access.
• Easy to maintain configurations, rules, and user profiles.
• Administers remote software updates for all endpoints.
• System analytics, reports & alerts.
• Business analytics & reports.