Live by Asseco

Live by Asseco is a suite of customer service solutions offered by Asseco South Eastern Europe S.A. According to the vendor, the product is designed to help businesses provide customer support and streamline communication processes. It is suitable for companies of all sizes, from small businesses to large enterprises. Customer Support Representatives, IT Help Desk Professionals, Call Center Agents, and Service Desk Managers in various industries, including the Banking sector, reportedly rely on Live by Asseco to enhance their customer service operations.

Key Features

Service Desk: According to the vendor, Live by Asseco automates tasks like monitoring collection dates and contract expiration dates, aiming to speed up ticket resolution time by dispatching tickets to the appropriate agent. It also utilizes smart engines to analyze data and identify patterns for knowledge base and resolution automation purposes.

Incident Management: The vendor states that Live by Asseco simplifies on-call management and escalations by defining escalation and business rules. It aims to boost confidence that critical alerts will be acknowledged and solved promptly, streamlining incident management processes.

Full SLA Monitoring: Live by Asseco actively monitors and aims to improve all aspects of customer agreements, facilitating timely communication and issue resolution within the given SLA timeframe. The vendor claims it also manages roles and debt collection processes effectively.

Knowledge Management: According to the vendor, Live by Asseco helps companies scale internally by collecting and organizing accumulated organizational knowledge in a central database. It aims to enable faster issue resolution using a knowledge database of errors and resolutions. The vendor states it also assists in navigating new support specialists through similar issues for faster problem understanding and resolution proposal.

Virtual Front Desk: The vendor claims that Live by Asseco enables the delivery of customer service anywhere and at any time, eliminating location-based services by providing worldwide online services. It aims to sync communication across different channels to avoid duplicate conversations with customers and offers a callback option to schedule sessions at the most suitable time for customers.

Digital Customer Enabler: According to the vendor, Live by Asseco integrates identity verification, eSignature, and video call capabilities. It allows co-browsing and screen sharing during video calls, aiming to facilitate secure and convenient customer interactions.

Secure E2E History Storage: Live by Asseco aims to store all shared files, signed deals, and exchanged information securely and encrypted. The vendor claims that it provides both clients and the company with access to the stored history.

Complete Communication Support: The vendor states that Live by Asseco automatically responds to simple questions for efficient communication. It aims to facilitate quick complaint resolution through scheduled call-back sessions and enhance customer engagement and satisfaction.