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A new study offered by LiveChatComparison.com detailed major strengths and weaknesses of six chat providers which included, BoldChat, InstantService, LivePerson (News - Alert), Talisma, Velaro, and WhosOn.

 

The independent study was commissioned by Bravestorm and conducted by former Gartner (News - Alert) vice president, Timothy Smith. The “Live Chat Market Overview” assigned the highest overall marks to LivePerson and InstantService. BoldChat also earned high marks.

 

"We supported Tim's study because we were looking for a comprehensive, yet fair and objective review of our product measured against other offerings in the marketplace," said Steve Castro-Miller, CEO of Bravestorm. "We knew he had the experience and integrity to do it right and the outcome is a valuable tool for anyone evaluating the technology."

 

The Live Chat Market Overview study incorporated six solution based evaluations of some 14 features, in addition to 17 other key factors—such as, scalability, reliability and professional services.

 

"My purpose in this study was to first identify the major end-to-end live chat solutions capable of being deployed in large-scale, demanding environments, and then assess those solutions based on a well-honed set of criteria intended to help potential buyers determine the best offering for their specific needs," said Smith, author of the study and a 25-year product management and competitive assessment expert.

 

LivePerson together with Kasamba has more than 30,000 experts and 6,000 companies that can answer your questions online and in real time. InstantService, is an application service provider of integrated chat, email management, knowledge base and lead capture solutions that enable businesses and call centers to increase sales and improve online customer service. BoldChat offers professional services consulting for companies who want assistance implementing Live Chat, BoldMail Email Management, and/or BoldCall on their website.

 

“All of the vendors assessed in this work possess the technology and skills to support large scale chat implementations, but it is individual customer requirements and budgets that will determine which solution has the winning combination to fit their needs. If, for example, an extensive professional services capability is important to you, LivePerson wins there; if flexibility and price are your hot buttons, you'll want to look at players like BoldChat or Velaro."

 

Two-dimensional analyses categorized as value assessment, vendor sweet spot assessments and vendor gravitas assessments were also used to provide alternative views on the positioning of vendors participating in the live chat market and to help identify where the strengths of each company lie.