"63% of people online say they won't buy anything until there is more human interaction involved." Yankelovich Partners

iConnect Features and Services Key Features of iConnect iConnect provides an award-winning combination of: (1) industry-unique capabilities that go far beyond simple chat; (2) features and services designed for large, multi-location contact centers, but scaleable down to a single-person office; (3) a broad range of uses in Web pages, emails, CD-ROMs and PC desktops; and (4) virtually instant deployment on a pure Internet platform. iConnect uses a thin-client, browser-based, standards-based architecture. The architecture is totally distributed, in that iConnect servers can be located remotely from the contact centers of the customer company, and iConnect agents, themselves, can be located remotely from contact centers while obtaining full feature transparency. No special software is required to be present or pre-loaded on the customer side. iConnect works with Internet Explorer, Firefox and Safari browsers and works through firewalls. As a result, virtually any customer with any browser / firewall / Internet configuration can instantly participate in iConnect sessions. iConnect can be deployed virtually instantly as an SaaS (Software as a Service) model without requiring the installation of server hardware or software. Alternatively, iConnect server software can be installed on servers provided by the company in its contact centers. The iConnect platform supports most any communication mechanism between customer and agent, including: full-duplex chat, interleaved chat, VoIP (Internet Phone) and all combinations of regular phone calls. iConnect provides a network ACD capability with sophisticated call-center features, including: skills-based routing; queuing; pro-active delivery of alerts to agents by Internet or telephone; linkage with incoming phone calls; full feature transparency for remote agents; call detail recording and supervisory monitoring. System administration and reports are accessible from any web browser via the Internet. Once an iConnect session is established, agents can make use of a rich set of real-time collaboration tools, including: push of predefined files and scripts, drag-and-drop of web pages, copy-and-paste from applications, co-browsing, interactive forms, agent transfer and agent messaging. A scripting capability is included with iConnect. Using scripts, agents can send timed sequences of pages and messages to customers in a click of the mouse. This speeds up transactions and improves the quality of response for commonly encountered customer questions and issues. iConnect scripts can be combined with iConnect automated agent to serve customers in off-hours or while agents are busy. Any iConnect agent workstation can be configured for automated mode. When an alert is received, a selected script is run automatically, enabling a customer to participate in a collaborative session without the aid of a live agent. iConnect functionality can be added to any web page in a matter of minutes with simple copy-and-paste operations. A standard HTML form with any number of fields can be used to launch iConnect, and form fields can be changed at will without iConnect administration changes. iConnect can additionally be launched via simple code snippets or widgets included in the web page. iConnect functionality can also be included in an outbound email and preprogrammed for the recipient, allowing the email recipient to instantly communicate with a live agent by simply clicking on the iConnect button embedded in the email. Since its introduction in August 2000, iConnect has won numerous industry awards including: Best of Show, ICCM August 2000; Editor’s Choice, Call Center Magazine, November 2000; Product of the Year from Communications Solutions; and Product of the Year from Customer Inter@ction Solutions Magazine.