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Upcoming Release: Live Guide 6.5

July 31, 2014

Live Guide’s expanded administrative options and customer data views target the needs of high-volume customer service teams

Netop will release a new version of Live Guide - the online audio, video and text chat solution designed for use by customer service and tech support teams - in early August.  Live Guide 6.5 will be released in Europe and most of the world on Monday, August 4; the Americas release will be Monday, August 11.

 Customers have been notified of the release and the scheduled downtime that will accompany it.

With this release, Live Guide now allows customers to assign administrative privileges to multiple users.  This flexibility aligns with the needs of large-volume contact centers who need to have multiple administrators for the chat campaigns on their websites.  The new version of Live Guide also expands the customer data that is presented to operators.  Along with campaign information, geography and complete chat history, Live Guide now gives operators information on customer wait times. This visibility – combined with Live Guide’s intelligent routing and feature-rich operator console – ensures that customers receive the most efficient support possible.

Live Guide also incudes a Software Development Kit (SDK) – enabling developers to integrate real-time chat into iOS and Android apps.  The Live Guide SDK allows developers to add chat to their apps using ready-to-install default settings or to customize the chat interface to meet the needs of their brand.  Live Guide’s advanced reporting features make it easy for companies to track the performance of their app-based chat channel.

Netop Live Guide combines a robust feature set and enterprise-level security in an easy-to-implement, SaaS solution.  Live Guide’s leading-edge text, audio, and video chat are complemented by optional remote assistance and co-browsing modules.

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