September 28, 2006, 12:00 AM

LivePerson “click-to-call” feature calls on analytics for cross-selling

With built-in web site analytics, the new Timpani Voice “click-to-call” application from LivePerson Inc. enables call center agents to view real-time data on a shopper’s clickstream behavior to improve service and selling efforts, LivePerson says.

 

With built-in web site analytics, the new Timpani Voice “click-to-call” application from LivePerson Inc. enables call center agents to view real-time data on a shopper’s online shopping and clickstream behavior to improve service and selling efforts, LivePerson says.

The Timpani Voice application is also designed to integrate analytics data related to individual consumers with the particular skill sets of customer service agents, so an online shopper responding to a pop-up click-to-call window to place a call gets routed to the most helpful available agent, says vice president of marketing Kevin Kohn.

When deploying the system, retailers can set business rules so that Timpani Voice will engage shoppers with a click-to-call pop-up window according certain criteria, such as the likelihood shown by analytics data that a shopper will respond with a purchase. “The retailer can set different business rules for different classes of shoppers, such as those who often return products or those are the most profitable,” Kohn says.

The system also allows customer service agents and the shoppers they engage to co-browse web pages, so that the agent can guide a shopper through the site and make recommendations based on the shopper’s interests.

The analytics within Timpani Voice enables retailers to produce reports on performance metrics of customer service calls, such as the sales-per-call performance of agents and the effectiveness of imbedded business rules.

Timpani Voice relies on having shoppers place calls over convention telephone lines rather than using Voice over Internet Protocol technology, eliminating the need for shoppers to download software or use computer-based microphones or speakers, LivePerson says.

 

 

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