Mony Modes, One Voice

New Technology

Software integration was pivotal to the success of iGo’s customer contact center. The company uses products to provide live chat and to manage e-mail.

iGo chose Facetime Communications as its live-chat software provider and Kana for its e-mail management. Facetime Communications’ product allows iGo to queue live-chat contacts and route them to the next available rep, just like a telephone system, says Moberly. It also utilizes “drag and drop” responses to FAQs (frequently asked questions), letting reps find the appropriate pre-scripted response to a question, and thus handle up to five live-chat sessions at once.