Velaro Launches Live Chat Performance Management

Velaro, a provider of Web-based live chat software, has launched the latest version of its software, which introduces Live Chat Performance Management, a unique suite of features and functionality.

"Live Chat Performance Management from Velaro will change the way enterprises evaluate, improve, and measure agent performance," said Alex Bloom, founder and president of Velaro, in a statement. "Staffing a contact center is expensive. If you're not fostering a culture of continuous improvement, you're not making the most of that investment. With Live Chat Performance Management, supervisors can easily identify coachable moments, take action proactively, and effectively quantify results. Best of all, it's configurable enough to fit within any contact center workflow or corporate culture."

Key areas of Live Chat Performance Management include the following:

  • Chat Review and Feedback: With Velaro, contact center supervisors can receive chat transcripts and reports based on pre-defined business rules.
  • Chat Shadowing: With Chat Shadowing, managers and supervisors can review agent behavior and responses in real time, invisible to the Web site visitor.
  • Response Rating: Any line of chat text can be rated by a visitor.
  • A/B Canned Responses Testing.

In addition to Live Performance Management, the most recent update to Velaro's live chat software includes a significant refresh of the software's user interface, as well as updates to the branding and customization, social network and core system integrations, pre- and post-chat surveys, visitor monitoring, workflow and routing, security, and simple deployment.