Customer Care | XpertUniverse

Today, the Customer Care client demands immediate response to an unsatisfied consumer, product education, and commitment of quality from the product or service provider.

XpertSHARE™enables rich interactive experience, driving quality and consumer education. The Expertise Cockpit is the front-end interface of the highly sophisticated XML-based, WEB portal engine, allowing the client to easily adapt the ‘skin’ of the platform to consumer needs. The Customer Service environment is enabled by the match and route functionality, which instantly connects knowledge seekers with experts in a highly collaborative session, and also provides a wealth of tools for monitoring, managing, administering and scheduling the experts.

A rich live collaboration tool-set is VoIP based and consists of video, audio, whiteboard, document and application sharing, instant messaging, text chat and web co-browsing, to create a one-on-one, ‘virtual in person' experience. All sessions are archived for future use or reference and possible monetization of the audio visual assets.

A Customer Interaction Dashboard (CID) profiles users, controls use of the platform (via configurable options and permissions), and tracks interactions and session history. This data base of record is the primary repository of data, driving business intelligence supported by archived collaboration sessions.

A Business Intelligence (BI) toolset allows business insight to be harvested from the XpertSHARE platform and its databases. A key benefit of XpertSHARE's™ emphasis on component integration is its ability to capture important data points and blend them into analytical reporting for business intelligence purposes. Management can thus leverage XpertSHARE-enabled insight from expertise exchange sessions to identify important business process improvements.

XpertUniverse approached development of the platform as a great opportunity to create its own, highly proprietary technology (with considerable Intellectual Property), where it truly made the most sense, but also positioning itself to be able to integrate proven, best-in class, highly scalable components, keeping its solution ahead of potential competitors.

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