SiteAcuity Visitor Interaction Manager (VIM) Enterprise™, scheduled for release in Q2 2008, builds on our highly successful VIM products; it includes features of all other VIM editions, with the additional capabilities listed below. VIM Enterprise is designed for companies with large contact centers and/or high volume websites.

Active Queuing: Our Active Queue automatically routes inbound visitor requests (live chat and click-to-call) to available agents. Thus, the queue of inbound requests is actively assigned by the SiteAcuity system. Similar to an automated call distributor (ACD), the active queue is highly configurable to route requests based on your business rules, and rep availability and skill set.
Ticketing: Allows agents to quickly add/edit/change tickets (a.k.a. cases) based on communication with site visitors. Managers have complete control over ticket management, including lookup and reporting. Reps can quickly lookup existing tickets for site visitors initiating contact via phone or text chat.
Knowledge Base: Allows visitors to perform an online lookup for solutions to problems that already have known resolutions – documented in your knowledge database.
Email Management: Integrated with our Knowledge Base to promote self-help and reduce email support requests, our email management system is loaded with features such as email and form-based submission, automated routing based on message content, response templates, automated response options, access to customer history, and extensive reporting.

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Visitor Code Technology™ from SiteAcuity

Associates callers with clicks. Take your analytics to the next level.
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