Instant Zopim Expert Teams

Futuregen partners with Zopim to provide a complete online live chat response solution targeted at SMEs (Small and Medium Enterprises). Zopim provides the software, we provide the expert agents and team to manage your chat system.

What is Live Chat and what are its benefits?

Online Live chat response systems enable web visitors to ‘chat’ with a company’s representative while on the website. You have higher rate of converting visitors into paying clients. It also increases customer satisfaction by providing them with a 24×7 representative to handle client inquiries. Urgent matters are escalated by our team according to your set instructions.

What is the pain point to adoption of live chat?

Mass adoption by website owners have been hampered by each individual website’s low volume of traffic – which does not justify a dedicated staff. So we decided to pool our expert teams together into handling multiple campaigns. You get superior coverage by sharing agents among our clients.

What is exciting about our promo?

Our pricing is based on per chat…. not per agents!

What are the details?

1. Promo Period: January to March 2011

2. Pricing Plans:  As low as 20 SGD per month per site!

3. To learn more: Please sign up here

Movie Subtitling: Enemies of the People

Our Transcription team is proud to have done the transcripts for the sub titles for “Enemies of the People” a movie on the Killling fields that is now showing in the US. We feel proud to have been part of this video transcription project.

Please visit the Enemies of the People homepage.

Gain Useful Insights into Your Call Center

Asterisk based monitoring software

Loway Research has appointed Futuregen to resell and support its highly popular QueueMetric Software in Asia and Pacific region. Queuemetric enables Asterisk based call centers to gain visibility into their agents’ performance.

Main benefits include:

  1. Service levels achieved
  2. Agent KPIs like: Average call handling time total talk time, number of calls taken
  3. Center Performance including call distribution by agent, or by queue
  4. Queue Distribution by hours of the day
  5. Live Dashboard to display real time statistics

What will QueueMetrics do for me?

Operations managers…

  • See a very detailed report of call center activity, down to each call on each queue.
  • Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
  • Listen to recorded calls.
  • See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
  • Can track calls processed on multiple queues.
  • Measure business targets and conversion rates on a number of industry-standard metrics.
  • Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
  • Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis.
  • QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.

Team leaders…

  • Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
  • See agent status and real-time activity.
  • Remotely listen to live calls as they are handled.
  • Watch agent screens remotely through a VNC client.
  • Real-time wallboard mode using a video projector.
  • Restricted “Visitor” mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.

Agents…

  • Agents can see the calls they’re handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
  • Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
  • Log-on, log-off, go on pause and set pause reason codes.

IT Managers…

  • Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents – ask for references.
  • Highly scalable – supports Asterisk clusters and can be installed on separate servers.
  • Supports database and flat-file storage.
  • Minimal or no Asterisk interaction to minimize the load on the Asterisk server.
  • No need to patch or modify an existing Asterisk installation.
  • Works with Asterisk’s or third-party call recording and storage components.
  • Easily scriptable through its XML-RPC interface.
  • Auto-configuration from standard Asterisk configuration files.
  • Easy to install and upgrade using the yum package manager.

Yahoo to Webcast Philippine SONA

On July 26, 2010 at 2pm GMT+8, Benigno “Noynoy” Aquino III will deliver his first SONA (State of the Nation Address). Yahoo! Southeast Asia will provide a live video stream of the SONA, in partnership with broadcast network TV5, MediaQuest and FutureGen.

This will be made available on the Purple Thumb site of Yahoo! Philippines, together with a live blog that will give up-the-minute updates and allow readers from all over the world to post their comments.

Just as in the Purple Thumb coverage of the first automated elections in the Philippines, bloggers and citizen journalists can take part in Yahoo!’s social media coverage by using the hashtag #PurpleThumb together with their election-related tweets. These #PurpleThumb Twitter updates will be automatically posted on the live blog, where they can be read by the millions of readers who visit the Yahoo! Philippines site.

Link to P-Noy’s first SONA : http://ph.promo.yahoo.com/purple-thumb/first100days

Futuregen Tapped by Yahoo to Webcast Philippine Prez Inauguration

On June 30, Benigno “Noynoy” Aquino III will not only take his oath as the highest official in the land, but will also make history as the first Philippine president whose inauguration will be livestreamed on the Internet.

Yahoo! Southeast Asia will provide a live video stream of the Aquino inauguration, in partnership with broadcast network TV5, MediaQuest and FutureGen.

This will be made available on the Purple Thumb election site of Yahoo! Philippines, together with a live blog that will give up-the-minute updates and allow readers from all over the world to post their comments.

Just as in the Purple Thumb coverage of the first automated elections in the Philippines, bloggers and citizen journalists can take part in Yahoo!’s social media coverage by using the hashtag #PurpleThumb together with their election-related tweets. These #PurpleThumb Twitter updates will be automatically posted on the live blog, where they can be read by the millions of readers who visit the Yahoo! Philippines site.

More info: http://ph.yfittopostblog.com/2010/06/29/live-video-stream-of-aquino-inauguration-on-june-30/

Transcript: TWIS.org Oct 13, 2009

Justin This show is brought to you by you, the listener, and other people like you who listen. We couldn’t do this show if it wasn’t for you listening because then we’d just be talking to ourselves. So thank you.

Disclaimer! Disclaimer! Disclaimer!

There are, by my own account, only two ways of being in the world: as though it is the first day or as if it is the last. If it is the last day, then what we do now has little consequence for tomorrow never comes. Our debt is reasonable, we can spend well beyond our means; for tomorrow never comes. Our use of natural resources does not need to be sustained beyond today for tomorrow never comes.

The climate of the earth, pfft! If it’s suitable today is all that you’re concerned with; for tomorrow never comes. And there’s little reason to learn that which will only be useful tomorrow for tomorrow never comes. But if you see this day as the first day, that can have unreasonable consequence.

Natural resources are precious commodity to be managed and sustainably watched over, not squandered. And the environment is something worth stewarding. And any knowledge gained is useful. However intangible, its benefit is in the now.

And while being a sustainably squandered commodity – much like the following hour of programming – does not necessarily represent the views or opinions of the University of California at Davis, KDVS or its sponsors; be it the first day or the last, the choice is always yours: to be at the beginning of your life or near the end.

To give you a little perspective today, we’ll let you in on a few things that started many yesterdays ago and will continue to develop over many tomorrows. Here on This Week in Science coming up next.
Continue reading “Transcript: TWIS.org Oct 13, 2009”

Transcript: TWIS.org Sept 22, 2009

Justin: Disclaimer! Disclaimer! Disclaimer! In all the world, there is perhaps no greater display of what is possible under the definition of life than that which we can find beneath the surface of the sea. Underneath the waves, there’s an atmosphere so dense with life, blanketed in a nutrient rich environment that openly thrives upon itself.

The oceans are not only alive, they’re abundantly so. Making the air breathing world above look deserted by comparison as though land above the surface air were just so much sun bleached rock and dried sand.

For all the wonder that can come from gazing up at the stars, for all the excitement in the study of varied creatures that crawl upon the surface of the earth, there is even more to see and beneath the frothing wave and choppy sea.

Life in abundance variation across several oceans, enough life forms in fact to populate the solar system a galaxy or perhaps even multiple galaxies complete with diverse ecosystems redundant in survival solutions and resplendent in evolutionary potential, all here quietly brewing in a potent primordial stew below 70% of our planet’s surface.

And while brewing with frothy potential, much like the following hour of programming, does not necessarily represent the views or opinions of the University of California at Davis, KDVS or its sponsors, for species as curious as ours, as interested in life among the stars as we are, we are fortunate to have such an irrefutably fantastic proximity to life in space situated on a perfect platform from which to launch our exploration of this life without ever having to traverse the cold radiation filled expanses between suitable solar systems in search of such a place.

My goodness. And with galactic magnitudes of life forms abounding all around us, while reflecting upon our good fortune, we take a moment now to tune in to what else we are lucky enough to be researching into instead of stuck out searching for, here on This Week In Science, coming up next. This is the one.
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Transcript: TWIS.org Aug 18, 2009

Justin: Disclaimer! Disclaimer! Disclaimer!

What we say has meaning even if that meaning is lost on others. When other people speak, it has meaning to us even if it is not what they intended to convey.

Whether our words are chosen wisely or allowed to escape before being carefully thought through, the impact of those words will depend more on who is hearing them than on what we have said. Such is the case even now as I say these words.

For whatever point I intended by saying them in the beginning has already left my ability to control and has been made irrelevant by the fact that you are interpreting what I’m saying and associating meanings that I couldn’t possibly have imagined let alone intended.

Or perhaps you understand exactly what I intended to say and have thought these thoughts to yourself making what I’m saying now just a reminder of your own thoughts which are ultimately what I’m talking about even though I have no idea what those thoughts may be.

And while a thought-filled confusion much like this disclaimer in the following hour of programming do not necessarily represent the views or opinions of the University of California Davis, KDVS or its sponsors, one thing should remain perfectly clear. What that one thing is, we will surely not agree upon. So instead, we will drop the subject all together and instead turn our attentions to This Week in Science, coming up next.

Good morning, Kirsten!
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Transcript: TWIS.org Oct 6, 2009

Justin: Disclaimer! Disclaimer! Disclaimer!

It is written that Socrates had no use for the written word. Newton did all those calculations without the aid of the calculator. Michael Faraday unified electricity and magnetism without computer modeling. Einstein discovered the Theory of Relativity long before anyone thought of googling space time.

All these great minds were stripped of the information technology we enjoy today and yet, they managed great feats of informational mental gymnastics. And while comparing the intellect today with that of the past, maybe a bit of downer in light of our huge advantages, the comparison – much like the following hour of our programming – does not necessarily represent the views or opinions of University of California at Davis KDVS, or its sponsors.

Still we can imagine that if through some trick of time, by some outrunning of the laws of physics in some flipped switch of possibility, even greater accomplishments may have been possible if the great minds of history could spend just one hour a week listening to This Week in Science coming up next.

Good morning Kirsten.
Continue reading “Transcript: TWIS.org Oct 6, 2009”