Overview
Handle every conversation from one place with skills routing, timers, and read/delivery states.
Problem
Agents juggle separate tools per channel, miss SLAs, and duplicate work across systems.
Solution
LiveConnect funnels all channels into a unified queue with skills routing, SLA clocks, and presence/typing indicators.
How it works
Connect channels via PulseGate, map each to queues, and manage workload with live timers and occupancy. Agents reply from a single composer with saved replies and attachments via SecureStore.
Who is this for
Support Lead
CX Operations
Supervisor
Expected outcomes
- Reduced channel swivel and faster response
- Predictable SLA adherence across channels
Key metrics
First Response Time (FRT)
Baseline
180 seconds
Target
60 seconds
Agent tool switches per interaction
Baseline
5 count
Target
1 count
SLA hit rate
Baseline
82 %
Target
96 %
Gallery
Downloads & templates
Case studies
RetailCo consolidates 6 inboxes
Unified queue cut FRT by 65% and lifted SLA to 97%.
Retail Mid-market NA
Security impact
- Message metadata & transcripts · PII: customer-provided content
Compliance
- GDPR (data minimization & export)
- SOC2 (access & change controls)
Availability & next steps
Free
Team
Business
Enterprise