Wednesday, 25 July 2012 12:43

LogMeIn integrates Rescue, BoldChat


New versions of LogMeIn Rescue and BoldChat feature integration between the two products, among other improvements.

LogMeIn acquired Bold Software at the beginning of the year, and since then has been working to integrate the BoldChat web chat product with the LogMeIn Rescue remote control product.

The new releases of the products allow contact centre agents using BoldChat to initiate a Rescue session for remote diagnosis or rectification.

The chat session is automatically transferred between the two products.

In addition, Rescue now also makes provision for inviting external technicians (eg, those from other vendors involved in the issue) to join a session.

Administrators can control which agents can invite such involvement, who can be invited, and how they can use Rescue (eg, watch only, or watch and interact).

The Rescue technician console now provides access to web pages and web applications such as CRM, and is able to pass session-specific data from the console to the page, facilitating integration with ticketing and other systems.

"An increasing number of our clients – many of the world's largest customer care organisations – are moving beyond the cost cutting and efficiency metrics to customer satisfaction as the primary measure of their customer care efforts," said Kevin Bardos, VP of customer care products at LogMeIn.

"We believe that one of the best ways to deliver great customer service is to empower the customer care agent – to put the agent squarely at the centre of the customer experience,

"The new releases of Rescue and BoldChat build on this premise by giving agents quick access to the tools and expertise they need to efficiently engage with their customers and solve even the most complex issues."

The new features are available at no extra charge to existing customers.

Rescue prices start at $1428 for an annual subscription (without smartphone support), while BoldChat starts at $US99 per agent per year.

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Stephen Withers

Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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