Simultaneously engage with multiple customers via their preferred Messaging app, be they WhatsApp, Facebook Messenger, Line and Wechat
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.
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.