Website Integration and Engagement Widgets

CTLive can be easily integrated on a generic website through a single javascript file.
Proactive Engagement Widgets are configurable to propose a chat only when operators are available, as well as on configurable behavioural targeting rules and parameters.

Video Escalation and Screen Sharing

Through the proprietary Vidyo technology it is possible to make a video escalation with the operator starting from a text chat.
Using the same technology, user and operator can share the screen with each other through the native Screen Sharing feature.

Sharing links, documents and images

CTLive allows in-chat sharing of links, documents and images. On browsers that support it, the "document preview" feature is enabled by default.
Images can also be resized automatically to limit bandwidth usage and storage space.

Notifications

CTLive natively manages real-time notifications such as:

• Browser notifications (e.g. "new message to read")
• Received/displayed message notifications (with colored tick)
• Notifications "writing..."

Session persistence

CTLive allows the persistence of the chat session by following the user in navigating the pages of a website, keeping the current conversation active.

Web Callback

Through a REST API notification, web callback support is available, allowing you to migrate communication from the web channel to the telephone channel.
In the absence of available operators, for example in case of overtime or saturation, the web callback can be a useful tool to plan user contacts based on available resources.

Date Collection

The Data Collection functionality of CTLive allows to collect contact information (user info, source page, session information, etc.) both manually - by filling in a form by the user - and automatically through the injection of session data.
These data are then made available by the platform through the Backend SDK, in order to be shown to the operator or used by the applications with which CTLive is integrated.

Customizations

CTLive can be customized according to your needs, both in terms of graphics and operating logic, from proactivity rules to web widget management.

Chat SDK

CTLive provides a Chat SDK that can be integrated into the frontend and backend of third-party solutions.
The Frontend SDK allows you to integrate CTLive chat as well as widgets and web callback; it can easily be integrated into an existing website by including a single Javascript file (livechatsdk.js) in the code of an HTML page.
Similarly, a Backend SDK is provided to integrate CTLive into any Agent Desktop, Softphone or Web Application by including a Javascript file (livechatagentsdk.js) in the code of an HTML page.

On-Cloud and on-Premise Deployment

One of the competitive advantages of the solution must be that it can support both on-Cloud and on-Premise deployment, allowing maximum flexibility in the architecture choice.

Browser support

CTLive supports modern web browsers such as Chrome, Edge, Firefox, Safari and, limited to some basic functions, IE11.


Transcription management
CTLive provides a series of APIs for the management of the chat transcript, both in text form and in the objects exchanged (documents, images, etc.).
This feature allows the transcription of conversations for archiving purposes - to meet regulatory compliance requirements - or as a copy to be sent to the customer.

Multi-language support

CTLive is natively multi-language and allows the choice of the interface language to be shown to the user based on exogenous conditions (e.g. CTLive is shown in the client language or, if not present, a fallback language of your choice).
The language can be selected by simply passing a parameter on the user's client.