InstantRapport
Features  

In order to help the people in your information center work more efficiently, Leepfrog has equipped InstantRapport with a unique combination of features.

Workflow Manager

This tool enables contacts to evenly distribute workload by managing the flow of incoming conversations and broadcasting each contact's availability status to all other contacts.

Through the traffic manager no contact will receive more conversations that he or she can handle, and there will be a way to ensure that someone is always available to respond to an incoming conversation. Read More

Pairing Manager

This tool helps to establish a faster relationship and a better exchange of information between the contact and the visitor.

InstantRapport can do this by intelligently pairing visitors and contacts based on shared information, putting the visitor in touch with the best contact to answer their specific questions. For example, in some situations answers may vary depending on which state a visitor lives in. In such a situation InstantRapport can pair visitors with a contact knowledgeable about their specific region. Read more

FAQ Manager

This tool saves time while giving each visitor the sense of dedicated attention.

No matter what the organization, visitors often ask the same set of questions over and over again. Instant Rapport allows your organization to create a library of answers to frequently asked questions. This library of answers will be listed in each contact's IM window. All a contact has to do to respond to a frequently asked question is click on the appropriate response and send it off. The contact may even reword the response to his or her way of speaking before sending. Read more

Visitor Profiler

This tool provides contacts with greater information about each person they're speaking to, saving time on basic questions and enabling each contact to provide situation-specific information.

InstantRapport can draw information from other systems or databases that you currently use. Information about a specific visitor, drawn from these other systems, can be displayed to a contact while the two are talking. This enables the contact to provide more helpful information to a site visitor, and saves time by eliminating the visitor’s need to answer standard questions. Read more

Conversation Archive

This tool reduces repeat information and saves time.

InstantRapport keeps a full history of each conversation so that a contact doesn't have to remember all of the topics he or she may have already covered with a visitor. Also, when a visitor is re-routed to someone other than his or her usual point of contact, the alternate contact can review the visitor’s conversation history so that the visitor does not have to repeat information. This saves everyone time and improves the quality of service.