Chat Overview

In the Agent Console, chat interactions provide a means of responding in real-time to customer inquiries. Depending on the configuration of your contact center, you can configure the chat access page to help identify the customers before beginning the chat session. You can either allow or require a customer to supply an account number, or other information, before beginning the chat interaction. Virtual Contact Center uses this information to look up our local CRM for a matching customer record. When you accept the new chat session, the Agent Console opens the matching customer record. If the customer has not supplied any identifying information before beginning the chat, you can use the chat window to ask the customer for the information you need to create a new customer or case record. Here is an overview of Virtual Contact Center chat today:

The chat interactions directed from A or C implementation will then flow through the specified Virtual Contact Center chat queue and then to the available contact center agents. Agents can process:

For detailed information regarding Support Center and Single Chat, refer to Virtual Contact Center 8.0 documentation.

We discuss the following new features in 8.1 release:


See Also


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