SmartFinder

» Download the SmartFinder flyer

SmartFinder combines the power of web chat and keyword tagging technology in the marketplace by leveraging an integrated Subject Matter Expert (SME) finder routing engine to allow web visitors to chat with experts based on specific subject matter listed on a web page, wiki, blog, or any presentation data on the Internet using any web browser. Through SmartFinder, web visitors can learn more about specific subjects, reference keywords, and chat with experts who can assist with the relevant subject matter researched.

Smart Tagging

SmartFinder’s Subject Matter Expert (SME) tagging allows organizations who have a website, portal, WiKi site, or any web presence with data to tag specific keywords in the text of the site and align each keyword with specific Subject Matter Experts (SME) who can communicate with web visitors to provide expert support and knowledge transfer via Chat/Instant Messaging. Keywords are tagged and anchored with a customizable User Interface (UI) icon or simply underlined with or without color to provide the web visitor a clear identifier that a specific set of text or keywords can be further referenced for live chat with Subject Matter Experts (SME).

Live Subject Matter Experts (SME)

Combining the power of Microsoft’s Unified Communications platform, Microsoft Visual Studio, and the Unified Communications Managed API (UCMA) technology, SmartFinder provides the most innovative and integrated live chat interface for web visitors via any web browser through Microsoft Silverlight. The SmartFinder chat window requires no software to install for the web visitor and through SmartFinder’s Subject Matter Expert (SME) routing engine, web visitors are engaged in single or multi-party Chat/Instant Messaging with live Subject Matter Experts (SME).

Microsoft Communicator Integration

SmartFinder provides Subject Matter Experts (SME) an integrated contact center solution for web-based chat through the Microsoft Communicator client to further an organizations investment in the Microsoft Unified Communications platform. The Microsoft Communicator window is expanded to provide the Subject Matter Expert (SME) with the relevant information about the web visitor allowing the SME to provide expert feedback to the visitor in need of support leveraging the out-of-the box features of Microsoft Communicator.

Administration

Through the SmartFinder administration console, administrators have the ability to create Subject Matter keywords, assign keywords to specific website, portal, WiKi, and other content-rich pages, align Subject Matter Experts (SME) with each relevant subject matter, and provide administrators with the ability to watch and manage live in-session chats occurring real-time.

Reporting

SmartFinder’s reporting service enables finite detailed reporting on all relevant data within the system including:

• Subject Matter Expert (SME) Reporting
  1. List of Subject Matter Experts (SME)
  2. Chats per Subject Matter Expert (SME)
  3. Time-based data (Average, Shortest, Longest chats)
• Chat Reporting
  1. Number of chats
  2. Average time of chats
  3. Longest chat
  4. Shortest chat
  5. Subject Matter Expert (SME) involved in the chat
  6. Web visitor profile information
• Search
  1. By keyword
  2. By Subject Matter Expert (SME)
  3. By Subject Matter
  4. By time
  5. By date
• Export
  1. Web Report
  2. Microsoft Word
  3. Microsoft Excel
  4. Adobe PDF

Customization

Leveraging SmartFinder’s open customization capabilities, additional reporting elements and User Interface (UI) customizations are easily created and deployed.

For more information or to inquire about pricing, please contact us at evansales@evangelyze.net