Bangalore: Application services provider of internet enabled solutions, BNA Technology Consulting, has unveiled a new web-based tool that for the first time integrates real-time online interaction with live agent support.

Called LivServ, the new tool would assist small and medium businesses that own and run websites. Indigenously developed by the company's R&D team, the new tool marks a significant move forward over existing solutions in the market, which is based on licenses and has the crucial "human touch" missing.

This new tool can be customised as per the clients' requirements and is available as a limited time per use model with dedicated agents to support. The agents can be used for either lead generation or extended agent services and they can be deployed 24 / 7 or in shifts. BNA has a 50-seater BPO unit with professionally trained and qualified agents already operational to support the tool.

"As the Indian online space evolves and the traffic spurts, it is imperative for companies to know who is visiting their website, engage them in a manner that is mutually beneficial and try to elevate every visitor to a customer, " said Ranganathan, MD, BNA Technology Consulting Limited. "This ability has enormous implications for SME enterprises as it allows them to optimise the investments already made on their websites, and increase their visitor to customer conversion ratio," he adds.

Ranganathan explains, "The failure of many of the technology-based models is singularly due to the lack of human support integrated into the product. Without the one-on-one support, the whole process is incomplete and lacks the ability to deliver results that online business owners expect and need to adopt the products. Livserv is being offered in the form of a service to obviate the need for any additional investments, fulfills that need on a pay per use model .

BNA already provides the above service to one of the largest financial services institutions in the Country along with a number of clients in hospitality and service apartment segment and we hope to sign-up at least 100 new customers in three months."

When dealing on the internet, human interaction can go a very long way and due to the anonymity of the web, customers tend to trust sites that offer live support and provides answers to the questions that a buyer might have on the products, services, etc offered in the site. Embedded into the client's website, the livserv instantly pops-up on the screen as a visitor opens the site greeting the visitor and provides real-time customer support and visitor communication directly from the client's website.

Unlike other sites where the visitor is required to click a button to initiate a chat or mail and wait for feedback from the support team, livserv just pops-up and virtually greets the visitor just as a staff would greet a visitor who walks into a shop. The product enhances the client's web presence by providing cost effective live chat and real-time site monitoring service and individual attention to the customers. This unique service would be beneficial to diverse online businesses and very specifically SME ones.

The USP of LivServ is that it offers an integrated solution with live agent support packaged into it. This obviates the need for a client to buy a product license and invest further on training agents, and deploying them on the same.

Founded in 1989, BNA Technology Consulting Ltd, a pioneer in system integration and networking business in India and is also a prominent application services provider of internet enabled solutions, assisting enterprises in leveraging their networked systems. BNA is a pioneer in implementing the networking and IT-based solutions in India. The company is headquartered in Bangalore and has its branches spread across in Chennai, Cochin and Pondicherry with associate offices in Abu Dhabi, Dubai and Singapore.