The services department was created during the year 2000 following Icona’s idea to update its business model.

Working as usual on the technological architecture of our OFS, we shifted the idea of Instant Communication for Community from a design-oriented market approach towards a more service-style solution, at the same time also catering for a business market; this led to the creation of Livecare.

Livecare, Icona’s Web Call Center Service, is the first outsourced service to offer the chance for companies doing business on the Web to manage contacts with their clients on an independent basis.

Livecare is a significant advancement on the idea of a Web Call Center working around a combination of four different contact channels,

• on-line help by a text-based chat line
• on-line help by a chat line with audio/visual facilities
• off-line help by custom e-mail
• off-line help by a call-me-back service which can be incorporated in conventional call center tools,

and a Contact Manager module making the acquiring and managing of Web contacts even more profitable and allowing companies to set up one single client information source to facilitate goods/services selling, marketing, and assistance.