Name: Live by Asseco
Author: Asseco

Help Desk

Web and Video Conferencing

Customer Support

Changelog

Mind Mapping

Development

Audit

Business Intelligence (BI)

Calibration Management

Collaboration

Communications Platform as a Service (CPaaS)

Embedded Business Intelligence (BI)

Environmental, Social, and Governance (ESG)

Interactive Voice Response (IVR)

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Data Observability

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Service Management (ITSM)

Industrial IoT

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Managed Print

Metadata Management

Network Access Control (NAC)

Network Function Virtualization (NFV)

Network Performance Monitoring

Relational Database Management Systems

Remote Support

Security Awareness Training

Solid State Drives

Static Application Security Testing (SAST)

Traffic Switching

Virtual Private Network (VPN)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Digital Analytics

Email Management

Email Marketing

Marketing Automation

Marketing Resource Management

Presentation

Real-Time Interaction Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Webinar

Marketing

Business Caller ID

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Email Tracking

Sales

Certificate Lifecycle Management

Security

Forestry

HIPAA Compliance

Home Health Care

Insurance Agency Management

Vertical-Specific

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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.

Live by Asseco is a customer relationship management (CRM) software providing contact management, direct sales management, campaign and collection management tools. The Live Platform boosts a company’s efficiency and overall profitability.

Starter

Professional

Unlimited

Free Forever

CRM Bundle

Live by Asseco

Customer Relationship Management applications are used to manage a company’s interactions with customers, clients, and sales prospects. 

It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

Asseco

Sales Force Automation

This is the technique of using software to automate certain sales-related tasks.

Customer data management / contact management

The software acts as a single source for all customer data and enables users to access that data efficiently.

Workflow management

The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.

Territory management

Users can defines salesperson territories based on customer or market characteristics.

Opportunity management

Integration with email client (e.g., Outlook or Gmail)

Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.

Contract management

Users can manage contracts, with features such as digital signatures, automated alerts, invoicing, and automated workflow for contract review and approvals.

Quote & order management

Users can create, process and fulfill price quotations and sales transactions.

Interaction tracking

Users can log and track all customer interactions through any channel, including social, email, phone and in-person.

Channel / partner relationship management

The software allows for sales, territory, lead, order and account management for partners or OEM relationships.

Customer Service & Support

This component of CRM software automates help desk, call center and field service management.

Case management

This includes incident/ticket creation, routing, escalation, and resolution.

Call center management

This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.

Help desk management

This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.

This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.

Lead management

This includes lead generation, scoring, qualification, routing, and nurturing.

Email marketing

This involves the ability to send mass email to groups of people based on particular qualifications.

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

Task management

This includes the ability to plan, track, collaborate and report on tasks.

Billing and invoicing management

This includes automated invoice creation and billing.

Reporting

Software provides a broad range of standard and the ability to build custom reports.

CRM Reporting & Analytics

Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.

Forecasting

The software helps users accurately forecast sales based on volume and conversion metrics.

Pipeline visualization

Users can visualize the entire sales pipeline to identify trends, determine the effectiveness of the sales funnel, and optimize.

Customizable reports

Users can create reports and dashboards unique to their needs.

Customization

This addresses a company’s ability to configure the software to fit its specific use case and workflow.

Custom fields

Users can create custom fields to store additional information on standard and custom objects.

Custom objects

Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.

Scripting environment

Technical users can write, run, and test scripts that automate common tasks or business rules via a standard or vendor custom programming language.

API for custom integration

An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

Role-based user permissions

Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

Single sign-on capability

The software system supports a centralized authentication mechanism allowing the user to access multiple systems with a single, centrally managed password.

Social CRM

This component of CRM software helps companies leverage social media in engaging with customers.

Social data

The software can integrate data and conversation histories from customers’ social profiles. This may also involve enhanced listening features such as sentiment tracking.

Social engagement

The software can facilitate and track engagement with customers via social channels.

Integrations with 3rd-party Software

This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.

Marketing automation

The software can integrate with marketing automation software such as Eloqua, Marketo or Pardot.

Compensation management

The software can integrate with compensation management software or sales commission software such as Xactly Incent or IBM’s Varicent.

Platform

Mobile access

Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.

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Live by Asseco

Overview

What is Live by Asseco?