Key Capabilities

Threaded views and delivery receipts
Intuitive threaded conversation views along with delivery receipts allow agents to act quickly and effectively

Case management through centralised ‘Q’
Centralized queue lets agents handle multiple cases at once leading to higher agent efficiency

Multi-channel through a single interface
Out of the box support for SMS and Facebook with capability to quickly add WhatsApp, Twitter, In-App and Email ensures all customer touch points are always covered

Agent initiated or Customer initiated contact
Cases can be created by agents or by inbound messages from customers –so no customer is left without help

Real-time reporting and dashboards
Team managers have access to real-time dashboards allowing to take appropriate actions. Downloadable reports allow further analysis to be carried out to improve customer services.

Templates driven, profanity filters and alerts
Supervisors can define templates and lock them –making sure that all customer communication is controlled

Easy integration with existing systems
Rules & Events allow chat transcripts and customer data to be automatically or explicitly submitted to external CRM or CCI systems.

Manager/Supervisor & Agents views
Managers and agents have customised interfaces allowing them to quickly access features that are relevant to them.

Unmatched features in one chat console

  • Provide Customer Support Chat via Facebook, Twitter, SMS, Email, in-App & Web Chat from one chat console
  • All channels chat can be handled in one view -6 yrs. history maintained
  • Supports images, links, embedded videos and audios for both users and agents
  • Advanced Search and Real Time New Message Notifications for both sides
  • Team managers have access to real time reporting dashboards (avg. response time, peak times)
  • Downloadable reports allow further analysis to be carried out to improve customer services.
  • Add tags to chat for MI reports and for customer Pain Point identification
  • Rules allow routing of chat data to internal CRMs (Salesforce etc.) via APIs
  • Events/Triggers can be configured to send chat data to internal systems/queues (e.g. debit card order)
  • Agents can switch teams, can set Out-of-office hours
  • Add users to do-not-contact lists
  • Message Delivery Receipts (* not in SMS)
  • Agent Can transfers Chat to Agents in other teams
  • Automatic Routing of Messages to teams based on keywords/skills
  • Auto Move of chat to Main Queue if current agent is too busy
  • Automatic Replies, Out of office hours replies
  • Configurable Template/Canned responses available
  • Profanity filter controls bad/spam/hate words for both sides
  • New chat channels added as and when become prominent in user behaviour
  • Every chat gets a case id for quality control
  • Cases can be created (chat can be initiated) by agents to start proactive resolution
  • Agent can assign internal company customer id for account issue resolution
  • Get customer’s social data (age, gender, city location to provide personalised treatment)
  • 24 hr. support to clients via email & chat, support over phone to premium package customers

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