Some of you asked me about Quality Unit development plans. I know, we didn't informed you in last weeks too much, so I would like to do it now.

I will publish just a small notes about the project, where we focused main development power in last weeks.

As you know, Quality Unit developed in the past help desk software (SupportCenter) and live chat software (LiveAgent). Both applications we developed for our own support crew and later we started to sell it. Actually the fact, that we developed it mainly for our own needs, was the main reason of great success of both products. Both applications were simple, but contained all features, which need small / medium Internet company to support customers.

Now is the time to move forward and as we developed quality and size of our support team, we saw strong need to combine live chat application with help desk system into one powerful system. We want to handle chat in same way as offline ticket and offer to customer immediate support - the most effective support is, if customers receive answers in time they need them, not 6 or 24 hours later.

Our main goal for next months is to replace current live chat application and help desk application with one application, which will handle all.

Live Agent Pro

 Live Agent Pro will be distributed at the beginning as simple, but full featured live chat application. It is super fast, cleaver, full of invisible features, which helps to support agents to do the support in most effective way. Application is based on our latest GwtPhp framework, where are incorporated latest technologies.

Later we will implement into Live Agent Pro option to read mails and turn them into chats, which will answer online chat agents immediately in same way as standard  chats. Customer will be able to connect to chat right after he will receive mail with answer to his mail and continue in communication online. LiveAgentPro will distribute ringing chats to agents automatically depending on load of each agent. Chats are queued through multiple departments with different priorities and sophisticated algorithm decides when will chat ring and which agent should answer it.

In same time is informed customer about waiting time until he will be connected with agent. If he will see, that waiting time is too long, he can disconnect. System will recognize it and later, when the chat will be queued to agent, customer will be notified about it by email and he can connect by simple click to chat and continue with chatting with agent.

I will not go through all great features of Live Agent Pro now, one screenshot will tell you maybe more as long descriptions...