Real-time Web Communications

Live, interactive communications with your customers will benefit your business by improving overall contact center efficiency. Interactions increase customer retention and satisfaction, improve agent productivity and provide a more cost effective live communication channel alternative to the traditional phone call. Using new technology for web chat, interactive agent and customer web site browsing and web site requests will allow your customers the flexibility to contact you without hearing a busy signal.

The Syntellect CIM Web component provides the best tools to facilitate customer exchange using two-way, real-time chat and web site browsing. For situations where human touch is necessary for clear explanations or problem resolutions, the Syntellect CIM Web component incorporates these live handling tools to provide the highest level of customer satisfaction.

The web interaction component offers an advanced technology solution for live chat interaction, including web collaboration capabilities and telephone callbacks based on requests received through the web site. Using Web Collaboration, agents help guide web site visitors through a web form, complete a purchase or answer questions.  Customers can also request an on demand telephone call back from an agent or schedule a time for a call.

Key Syntellect CIM Web Interaction Capabilities

• Multiple chats per agent
• Chat monitoring
• Barge, page push, page and form web collaboration
• Web requests and scheduled callbacks
• Web media productivity tools
• Secure web chat for private conversations
• Web site telephone on demand and scheduled call back

Web Request

Web Requests from customers are made through the company’s web site and will include a name, phone number, email address and any additional relevant data you would like included. The customer can also enter a text message requesting any type of information, service or issue they may have. The request will have the customer’s preferred contact method, such as a reply call or reply email. Customers can also request to delay the response or make the request valid for a limited time period.

Web Chat

The Syntellect CIM Web Chat Handler provides the customer a way to communicate, or chat, with the contact center agent using a web browser. The customer-initiated web chat will be placed in the contact center queue until an agent has made contact.

Visit the Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

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