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Chat Overview

With 8x8 Virtual Contact Center, you can improve customer engagement by proactively offering web chat with live agents. You decide when and where to offer a chat based on web page hover time or your organization’s chat capacity. Customer information from the web interaction can be used to drive screen pops to the agent to make the interaction as efficient as possible.

In Agent Console, chat interactions provide a means of responding in real time to customer inquiries. Depending on the configuration of your contact center, the contact center's chat access page can be configured to either allow or require a customer to supply an account number or other information to identify themselves 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, Agent Console opens the matching customer details 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.

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

For details on Support Center and Single Chat, refer to Support Center Services.

Multi Chat is a new feature that allows customer-to-agent or agent-to-agent chat.

Features

Multilingual Support for Chat

In multilingual support for chat, customers can choose to chat in any of the supported languages. Agents can handle customer chats in any of the supported languages they speak, or use the automatic translation tool. Each Virtual Contact Center agent is associated with one primary and one or more secondary languages of fluency. The multilingual chat flow can be represented as follows:

This chapter involves:

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