Sascha Endlicher writes: "When a non profit open source community meets an open source company..."
PostNuke, a popular non-profit open source and open development content management system (CMS) with over 120 developers worldwide, and OSI Codes, a New York based Open Source development company, announce a partnership with a great influx on the way support for open source projects and websites in general will be given in the future.
The partnership will allow easy integration of OSI Codes' PHP Live! software with the PostNuke CMS. In turn, PostNuke will begin using the PHP Live! system on the site http://www.postnuke.com/. Additionally, the partnership will allow PostNuke users to simply plug-in PHP Live! directly to their PostNuke system and use the software free of charge through a web service residing on http://www.LivePeople.info/ . Free usage of PHP Live! is limited to users of PostNuke only.
PHP Live! is a web-based live customer support chat system which allows to provide support from any computer, anywhere. Usability of a website using PHP Live! and support structures will benefit and lead to reduced support efforts in the long run (since support will be optimized as so-called canned messages and actions are created, support staff will have much less typing to do and website visitors will find the information they need much faster). [See a list of PHP Live! features as an attachment]
Due to the popularity of the feature-rich CMS PostNuke and the live support software of OSI Codes a win-win situation not only for both partners, but also for the users of open source software and visitors of websites using the software comes into being. While PHP Live! is not distributed with PostNuke, only the module for easy integration with PHP Live! is shipped with PostNuke. The actual service will be provided by http://www.LivePeople.info/. PostNuke users will get a service for free that starts at $300 monthly at comparable competitors.
John Cox John.Cox@postnuke.com
Sascha Endlicher Sascha.Endlicher@livepeople.info
[Attachment: List of PHP Live! Features]
Text Chat - Web site visitors simply click a button to instantly join a text chat with the website staff. No Java or additional software needed. Support staff can handle multiple requests. Support staff may also be assigned to multiple departments which could reflect possible overlap of positions / activities.
Push Pages - Instantly send visitors directly to the pages they're looking for.
Real Time Traffic Monitoring - Operators have the ability to see visitors from where they enter the chat, track what pages they visit, which time zone they are in and further information of the client side software.
Custom Buttons - Websites may have customized buttons that match their corporate identity. Online/Offline icons are available too, so if no staff members are present, an appropriate icon will appear and users will be prompted to leave a message.
Pull - Proactively offer users help with the click of a button.
Departments - Divide staff into departments allowing calls to be routed to the most appropriate person.
Advanced Call Routing / Load Balancing - Calls are intelligently routed based on department, status and call volume allowing staff to be used as efficiently as possible. Also, request polling from operator to operator is available: if one operator does not pickup, it will poll to the next automatically.
Canned Text Messages - Save time and ensure consistency by storing common responses for fast access.
Transfer - Operators can transfer a customer to any other operator logged onto the system.
Chat Transcripts - Review the transcripts of any chat that takes place on site online 24 hours a day to check for consistency and quality. Transcripts may also be searched. Further on, there are daily request and chat reports.
Stats - View advanced statistics information about both customers and operators.
Hyperlinks - Include click-able links to more information in text chats.
Images - Use images in text chats to show users screen shots.
Canned actions - Include HTML elements (i.e. hyperlinks and images) and formatting in text chats.
Sound Request Alert: Support staff may hear a sound alert when a user requests help.
E-Mail Signature - Allow visitor fast access to staff by adding buttons to html-email signatures"