Overview

BoldCCM’s ActiveAssist functionality is a powerful, secure, and robustly integrated way to provide support. Customers needing help appreciate that ActiveAssist sessions are easily and quickly established without intrusive warnings or scary anti-virus pop-ups. Multiple modes of control can be launched directly from the ActiveAssist interface or through an established live chat or click-to-call session.

How it Works

Once a visitor has engaged in a live communication, properly permissioned agents can initiate active co-browsing or full remote control sessions.




BoldCCM’s suites offer different ActiveAssist capabilities as follows:



ActiveAssist doesn’t require a live chat or click to call session to function which enables traditional call center personnel to use the functionality as well.

Non-Intrusive Connection
ActiveAssist connects without spawning worrisome security warnings or anti-virus pop-ups ensuring a greater acceptance rate of remote sessions and faster resolutions. Customers provide positive confirmation and an ability to end a session with the click of a button persists for the customer giving them peace of mind.

Supervisory Oversight & Reporting
Supervisors (one or many) can join sessions anonymously or as active participants helping to improve quality control and training while simultaneously providing more transparent escalation paths for customers. A grid layout allows operators and supervisors to view any or all active sessions while reporting templates provide key information to drive business process improvement.

Powerful Agent Tools Control modes are permissionable on an individual or department basis, easily supporting a tiered assistance model. Transferring an ActiveAssist session to another agent further supports this, while ensuring no connection interruption for the customer. Agents can conduct multiple chats with one (or more) of the chats also engaged in a remote control session allowing optimization of remote control downtimes (running a process, installing a driver, etc..) to keep the agent fully utilized. ActiveAssist histories enable agents to see if a target computer has ever engaged in a session before allowing them to identify repeat users for possible escalation.