Features for Enterprise

Features for Enterprise

Live Chat 100 is a division of Comm100. See the blog article for details.

While Live Chat 100 provides an easy to use, reliable and powerful live chat solution for small to mid size businesses, Comm100 offers cutting-edge features that help even the largest contact centers and enterprises take control of their communications and support operations. Besides Live Chat, Comm100 also provides email ticket, knowledge base, chat bot, audio/video and social media chat.

Comm100 Live Chat is designed for large call centers and enterprise customers who need:

  • Essential live chat security
  • Guaranteed enterprise-level performance
  • Advanced chat routing features
  • Powerful visitor queue management
  • Versatile reporting options
  • A one-stop turn-key solution
  • A quick return on investment

A Glance at Comm100 Live Chat

  • Team Leader

  • Monitor chats Join chats Take over chat Canned message Agent online status Agent efficiency Agent workload
  • Quality Control

  • Agent rating Review chat script Queue length Queue dropout rate Customer wait time Chat categorization
  • Routing

  • Route to account managers Route to franchises Route to departments Product based chat routing Multiple tires of customer routing Territory based routing Language based routing Webpage content based routing Salesforce data based routing Customer account based routing Pre-chat form based routing Custom routing rules
  • ACD and Queue

  • To last chatted agent To least busy agent Round Robin Capability weighted Queue priority Queue overflow Hourly 24/7 queue report Real time queue metrics Queue transfer
  • Security

  • TRUSTe PCI DSS service provider Security policies and procedures Firewall and IPS DDOS mitigation Penetration test Secure data center Hardened OS and network devices Credit card masking Password policy IP address restriction Audit log Secure form
  • Deep Integration

  • API Webhook Salesforce integration Custom CSS Custom JS Cisco integration Avaya integration LDAP SSO
  • KPI Reporting

  • Real time Chat volume Chat source Queue Wait time Chat transfer Availability Agent performance Workload Efficiency Rating Post-chat survey Pre-chat survey Wrap-up Manual invitation Auto invitation Offline message Canned message