OpsCentral Messaging

Simultaneously engage with multiple customers via their preferred Messaging app

OpsCentral Messaging allows businesses to have multiple engagements with their customers simultaneously, via their preferred Messaging app platforms, including WhatsApp, Facebook Messenger, Line and WeChat. Its Integrated interface enables agents to respond to customers communication across multiple channels – app messaging, email and call in one queue.

  • Encrypted Chat Session
  • Smart Routing Capabilities
  • Deep Data Analysis
  • Downloadable Reports
  • Recorded Chat History

OpsCentral Messaging uses the same role-based analytic and reporting, supervisors enable to manage agent and work performance based on contact centre metrics.

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OpsCentral Messaging has recently included one of the most popular cross-platform app messaging service WhatsApp, allowing CSR agents to service their customers via WhatsApp chat, increasing productivity and customer satisfaction.

Multiple Messaging apps supported

Connect with customers via their preferred Messaging app platforms, including WhatsApp, Facebook Messenger, Line and WeChat… with more apps to be included.

Multiple Conversations, Single number.

OpsCentral Messaging enables multiple users and agents to support numerous campaigns concurrently, using just a single app account or number.

Real-time Reporting

Comprehensive statistics in real-time as well as historical data in Excel reports to measure, analyse and improve your app messaging communications.

OpsCentral Messaging Features

Session-based Chats

Customer-initiated chats handled by multiple Customer Service Representatives (CSR or Agents) simultaneously.

Auto Routing

Route chat sessions to CSRs with appropriate skill-sets.

Wrap up

Enter remarks and wrap up information for each chat session.

Reports

Get insight to time customer spent waiting before chat is “answered” (SLA), chat time, and handling time.

Trace

Search for and display historical chat sessions.

Other possibilities

Chat-bots and Deep data-analysis of historical chat conversations.
Expand & Integrate across Voice, Email & App Messaging. Contact Us to find out how >>

Quality

QM

Quality Management (QM) performance within your contact centre results in satisfied customers, profitability, and increased revenue for your business. Give your employees what they need to ensure customers get what they want.
Find out more about our OpsCentral Quality Management Feature >>

OpsCentral Messaging Tiers

View other OpsCentral Product Tiers & Pricing >>
OpsCentral is not affiliated, associated, authorized, endorsed by, or in any way officially connected with WhatsApp, or any of its subsidiaries or its affiliates. The name “WhatsApp” as well as related names, marks, emblems and images are registered trademarks of WhatsApp.
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