Contact Centers - Web Chat

A telephone call may not be the first choice of contact for all of your consumers. Web Chat allows customers the option to contact a knowledge specialist directly through your Company’s website. Often times, 70-80% of your calls are preceded by a website visit. Web chat allows each page on your website to be a potential on-ramp directly to the knowledgeable agents in your contact center. Wait times are often less than that of traditional call centers and your customers and agents are able to multi-task.

Key Benefits:
  • Utilizes the same universal queue as all other contact channels

  • Multi-tasking across all contact channels

  • Customized input forms

  • On-screen courtesy messages

  • Video on hold (VOH) customizes the queue experience

  • Preloaded agent scripts

  • Chat escalation and conferencing

  • Integrated reporting