We operate a full service multi-media call center with inbound/outbound calls along with web chat and email processing. Our primary call center vendor enabled web chat but didn’t have a way of tracking the actual transcripts for more than a few weeks at a time. We were directed to Softcom who were able to handle our needs with their Softcom Analytics solution for call centers. Now we have an unlimited history of every single web chat session with ability to display transcripts by date, agent, keyword or phrase which help in resolving questions or disputes. This has resulted in a higher customer satisfaction level and reduced an untold amount of management time in tracking down information necessary to deal with issues that arise every day.
