1. Shmuel Mishali, CEO
Mickey Breznuik, CTO
YOUCC Technologies, LTD
www.youcc.net

2. Chat Center Solution

3. Chat Center Solution
• Chat center solution simulate the paradigm of telephony call
center with the equivalent functionality.
• Chat system on-line streamlines the work of a service center
with online chat center capabilities.
• Creating additional communication channel from the
company’s internet site and social networks , interfacing with
the organization's internal employees for support.
• The system was developed based on Enterprise customers
requirements in Information Security , Compliance and
regulations.
• The system uses the Microsoft LYNC infrastructure and
Microsoft SQL - developed in cooperation with Microsoft .

4. User turns to the help desk of the
Support Pool company's website, while
choosing a topic which needs
assistance
Company Logo
When receiving a
referral, are a Call
supporter of the
customer's relevant
information and
referral
Web
TLS Session
The system transfers the
reference supporter
support system available
from the database and Click to Chat!
assigns a number for
customer

5. CExpert | User side functionality
Click to
Chat!
Top Features
• Call straight from the company site without external
communication channel.
• Identification according to predefined parameters (ID,
password, username, mobile number, etc.).
• Can work with anonymous user - the administrator's
discretion.
• Choosing a topic dependent support from different screens
areas.
• Receive e-mail reference documentation for reuse and
reduction of repeated requests.
• Service streamlining - shortening waiting times.
• Clear knowledge about service availability banner displayed
on the site.
• Chat functionality requires no client side installation.

6. Presence
based chat

7. Chat Center Solution
iPhone like Your queue Identification
chat position and personal
information
Customizable
chat screens

8. CExpert | Dispatcher functionality
Click to
Chat!
Top Features
• Managing several chats simultaneously (a predefined amount
of concurrent chats).
• Making escalation (call forwarding) another to representative or
manager.
• Use ready-made scripts.
• Displays information about the applicant organization's from
the CRM system
• Displays information relevant from organizational knowledge
management system
• Link transfer capability
• Ability to transfer files .
• Full documentation of the call - for back posts and the needs for
regulation
• Dedicated dashboard showing the Subject , applicant
information, CRM data and knowledge management system
data.

9. Supporter
Supporting screen based
screen on LYNC

10. CExpert | Shift Manager functionality
Click to
Chat!
Top Features
• Transfer a call from a representative support - including all the
information stored on the conversation
• Dedicated dashboard that includes four key graphs
(information is updated in real time and date of show).
• Duration of treatment requests various support topics
segmentation
• Number of references to the current day segmenting the
various support topics
• Missed reference amount segmenting the various support
topics
• Waiting times segmenting the various support topics
• System reports to display information about the activity center
• Management Interface - allows setting additional supporters,
adding support subjects , close and opening times.

11. Shift manager
dashboard

12. Chat Center Solution

13. Architecture Diagram |CExpert

14. System Reports |CExpert

15. Product Advantages
• Construction of farm infrastructure and customer
DRP HA configuration
• TLS encryption end to end communication
• Fully conversations documentation and compliance
with regulatory requirements
• Get detailed reports of various segments
• Connect to AD and management support groups

16. Product Advantages
• Distribution of specialized support groups
• Identify the IP address of the applicant uses of
information security
• Interfacing systems such as Dynamics CRM & Siebel
• KM systems such as Sharepoint & KANA
• the system exposes Web Services to interface with
external systems
• Telephony systems interfacing

17. Organizational Advantages
• Adding More Efficient channel service
• Compliance with regulations
• Compliance with information protection procedures
• CRM systems interfacing capability and knowledge
management within the organization
• Queue management on areas of expertise - along with
the call center support groups and client issues.
• Ability to customize the system meta data fields along
with the organization needs.