Drive Sales & Improved Services
OpsCentral IM allows the agents to engage customers in support inquiries and purchasing process. The integrated interface enables agents to respond to customers communication across multiple channels - IM, email, and call in one queue.
OpsCentral uses the same role-based analytic and reporting, supervisors enable to manage agent and work performance based on contact centre metrics. Real-time dashboard and supervisor consoles for agent monitoring, recorded chats can be used for training purposes.
Customers rate their Instant Messaging experience positively.
Customer-initiated chats handled by multiple CSOs (or Agents) simultaneously
Route chat sessions to CSOs with appropriate skill-sets.
Enter remarks and wrap up information about chat session
Get insight to time customer spent waiting before chat is “answered” (SLA), chat time, and handling time.
Search for and display past chat sessions.
Chat-bots and Deep data-analysis of conversations.