Multiple Operators/Users

Have multiple users, also known as operators, monitor your site(s) and chat with your visitors.
Other inter-operator functionality like chat forwarding, operator-to-operator chatting and chat conferencing ensure your visitors get their chat requests effectively responded to.
Each operator has their own profile, including unique name, image and department/website categorization.

One free operator is included with each OCC account.
Additional operators cost $19.95 per year for Premium Version accounts and $24.95 per year for Free Version accounts.

OCC Agent Desktop Software

OCC Agent is a software installed operator interface for operators to chat with site visitors. The OCC Agent is our primary software agent application. The OCC Agent desktop software is available for Windows.
A MAC version of OCC Agent is currently in Beta Mode.

OCC Agent is accessible with Free and Premium versions.

256-bit SSL (Secure Socket Layer) Encryption

This will apply 256-bit encryption and security to all your chat requests.
You need SSL if...

• you have an online store or accept online orders and credit cards
• you offer a login or sign in on your site
• you process sensitive data such as address, birth date, license, or ID numbers
• you need to comply with privacy and security requirements
• you value privacy and wish to convey a higher level of trust on your site

This is an added feature and costs $19.95 per year for Premium Version accounts and $24.95 per year for Free Version accounts.

Real Time Language Translation

With OCC Premium Version Real Time Language Translator using Google Translate is built in to the OCC desktop agent software and web agent.

Once the translation languages are selected (Detect Language ability), simply type in your native language and have your messages automatically translated to your visitor’s language. When the visitor responds, OCC will translate from their native language to yours.

Real time language translation is only available for Premium Version Accounts.

Mini Window with Custom Window Sizes

Enable this feature and automatically our window style is condensed to offer you a tighter template providing a much smaller window (approx. 55% smaller) for the visitor.

Furthermore, you can adjust the window size in pixels (width x length).

Mini Window with Custom Pixel Size is accessible with Premium version only.

Timed Chat Invites

Timed chat invitations are just like custom chat invitations but are sent automatically after a certain period of time has passed.
You can set up different messages for different departments or different websites and customize the operator the message comes from.
This feature will force a pop-up chat invitation to appear to the visitor after a specific amount of time.

Timed Chat Invites are accessible with Free and Premium versions.

Dynamic Text for Online/Offline Status

Use dynamic text to display the online/offline chat status of the operators monitoring your website. Through the administration section, the font, color, size and more of the online and offline chat text status displayed can be customized.

 The video below shows a demonstration of the dynamic text status feature:

Dynamic Text for your Status is only available for Premium Version Accounts

Customizable Chat Request Forms

Before a chat begins, visitors are presented with a pre-chat form to fill out with basic information about themselves or the chat request.

By default, Name, Email and Question are hard coded into the form and cannot be changed; however, the names of the fields can be edited.
The information inputted by the customer to the Request form is displayed in the chat request before a chat begins and is manageable per department.
Forms may also be skipped to go straight to the chat window.

Chat History Reporting

You and/or your operator(s) can view the history of all (or a specific operator’s) previous chat sessions.
These customer chat transcripts can serve as an extremely valuable resource to analyze customer behavior or train new members of your support team

Chat History Reporting and other advanced reporting is only accessible with Premium versions.

Hidden Departments

Hidden Departments work along the same lines as hidden operators. A hidden department is not visible by your visitors, making this an ideal solution for Management.

When generating HTML code for the entire company, the first window the visitor sees is to select a department; however, if you wish to hide a particular department, select this feature. If you want this department to be used for another website, then simply generate HTML for this department and place it on that site.
Click here to learn more about multiple site/department support.

Real Time Chats

With real time chats, there are no more back and forth email messages with your customers, greatly decreasing your support time.

You can invite your site visitors to communicate with you live!

Your operators are always available to attend to the customers.
No unattended calls, no delay in sales and no more pending customer support requests.

Ring Visitor

The ring visitor was designed to get the attention of a chat visitor while in a chat.

When the ring visitor button is pressed, a custom text and custom sound notification is sent to the chat visitor. This feature is primarily used if an operator is chatting with a customer and the operator asks the customer a question, the customer may have another window active and has not seen the question.

Ring Visitor is only available for Premium Version Accounts.

Offline Chat Requests

Offline Chat Requests allows reviewing of messages that were requested while offline with the ability to email using a pre-formatted reply and mark a message as processed.
Offline messages can also be emailed to the account administrator as they arrive.

 Dashboard Statistics & Customization

Customizable Chat Request Timeout

Chat request timeout is a customizable timer that defines how long a chat visitor is in queue after requesting a chat before the request times out.
Once a request times out, the visitor is notified the request was unanswered and has the option to remain in the queue or close the chat request window.
Timed out chat requests are then filed as a missed request within the OCC account.

 

Co-Browsing with Real-Time Mouse Tracking

With Co-Browsing, you are able to follow your visitor's actions on your site and interact with them as they browse your website.

Features include:

• Follow your visitors’ actions, mouse movement and clicks as they browse your website
• Request to take control of the page they're viewing and change the web pages on your visitor's system
• By taking control, you can help your users fill out forms on your website, checkout with a purchase and more!

Co-browsing works only on the web pages that you have placed the OCC code with Java Script enabled and does not include AJAX or certain ASP type pages.

Co-Browsing is accessible with Free and Premium versions.
 

Multiple Websites/Departments

Use OCC to setup multiple support departments or monitor multiple websites through a single OCC account and its operators.
Once setup, the HTML code can be generated for individual departments to place on separate pages (eg - Sales Department can be placed only on a Pricing webpage) or can be generated for all departments.
Visitors requesting a chat can choose which department they wish to chat with.

One free website/department is included with each OCC account.
Additional departments cost $19.95 per year for Premium Version accounts and $24.95 per year for Free Version accounts.

Custom Chat Invitations

Send a live chat invitation to site visitors to begin a chat session using a custom or pre-defined message. Ask site visitors if there is anything you can help them with or if they have any questions about the webpage they are on.
The ability to initiate live chat with prospective customers can be strategically leveraged to convert casual inquiries into useful conversation.
This feature is manageable per department.

Custom Chat Invitations are accessible with Free and Premium versions.

Web Agent Operator Interface

OCC Web Agent is a web version of the OCC Agent Desktop Software which works on any computer where internet is available.
It is accessible via all major, updated web browsers including Internet Explorer, Firefox, Safari, and Chrome.

Web agent is accessible with Free and Premium versions.

Supervisor Monitoring and Interaction

Assign Supervisor rights to operators, allowing that operator to monitor the chats of other operators as well as interact in the chat.
Supervisor mode is a great for training and higher level support.

Supervisor Operator Feature is only available for Premium Version Accounts.

Customizable Banners

Remove banner advertisements and OCC branding from visitor chat window and can replace them with custom banner graphics. 

The top banner, left column banner and footer are all customizable through the administration section with a graphic file or custom HTML.
Multiple banners can be uploaded for each section and rotated at a custom-set interval.

In addition, all advertisements within the OCC Agents are removed and free reminder notifications are removed with a Premium Version subscription.

Customizable Banners are only available for Premium Version Accounts.

Canned Messages

Canned Messages are pre-defined frequently used messages that operators can select and send without typing the message.
The Canned Messages feature neatly organizes your canned messages within Categories and can be filtered per operator and per department.

Canned Messages are accessible with Free and Premium versions.

Chat Conferencing

This feature allows multiple operators to start a conference with each other or with a visitor.

To start a conference, you must have more than 1 operator enabled for your account.

Chat Conferencing is accessible with Free and Premium versions.

Knowledgebase

Each OnlineChatCenters account has a free Knowledgebase included.

Through the web administration panel, knowledgebase articles can be managed and categorized and customized per department.
Each article can be integrated onto a website or inserted into a visitor chat.

Email Signature

From the OCC Agent, you can create an Email Signature that includes your live chat icon and your online/offline status to be imported into your favorite email client like Outlook or Thunderbird.
If you have multiple departments, you can select just a single department for your signature or you can select them all. 
If your email recipient clicks on your live chat icon in your email message, they will go directly to the live chat screen within their internet browser to begin their chat session

Email Signature is accessible with Free and Premium versions.

Operator-to-Operator Chats

If you have more than 1 operator enabled for your account, you also have the option for operator-to-operator chats.
To do this, just double click on any of the available operators in your list. From here you can conference in more operators for a group chat.

Operator-to-Operator Chats is accessible with Free and Premium versions

Advanced Reporting

OnlineChatCenters provides reporting features for all of our customers accessible from your web-based administration panel.

The following reports are available:

1. Operator Statistics: Rating, Chats

2. Invite History

3. Visitor Surf Log - Premium Only

4. Chat History - Premium Only

5. Hot Page Ranking - Premium Only

6. Referral Links - Premium Only

Every report has the ability to be exported to a comma separated value (*.csv) file and emailed to you on a regular, scheduled basis.
 

Operator Statistics

This report shows you the chat statistics and ratings per operator.  You can also schedule automated email reports.

Invite History

This report shows the history of timed chat invitations made through your site.

Visitor Surf Log - Premium Only

This report shows the pages each visitor views in the order they viewed it and the length of each page visit.

Chat History - Premium Only

View the chat logs your operators had with your site visitors.

Hot Pages - Premium Only

This report shows the most visited pages of your site(s).

Email Report Summary - Premium Only

Though not a report, this is your list of scheduled reports and the times when they will run. When the scheduled report is complete, it will then be emailed to the designated email address.

Referral Links - Premium Only 

This report shows referring pages and how your visitors landed on your site.

Operator Rating

For every chat session that an operator is involved in, the visitor has the opportunity to rate how well they feel the operator performed. At the end of the Chat Session, a star rating is presented to the site visitor.

They can rate the operator on a scale of 1-5 stars. This rating of the operator at the end of each chat can be disabled from the administration section. In addition, you can then pull up a report inside the administration section to view ratings for all operators.

On-Hold

The on-hold feature allows operators to put a chat on hold with custom defined on-hold text and on-hold music/MP3 sent at regular intervals to the chat visitor.

This feature is very convenient if you have a few open chats at the same time or just need to review the request at length.
You can set the on-hold intervals and assign different on-hold notifications per department.
You can also take advantage of the text and custom MP3 with an advertisement!

On-Hold is only available for Premium Version Accounts.

Chat Forwarding

Chat forwarding allows you to forward an in-progress chat session to another available operator.
To forward a chat request, click on the Forward button during the chat session.

Chat Forwarding is accessible with Free and Premium versions.

Customize Sound Notifications

Customize the sounds OCC web and desktop agents will make when someone visits your website or requests a chat. You can use the default OCC Agent sounds or use your own sounds.
Compatible sound files are: WAV, MP3 and WMA.

Customizable sound notifications are accessible with Free and Premium versions.