Products & Services

OnQ Live Agent Chat
& Email

Connect First Presents OnQ Live Agent Chat & Email

Connect First is proud to present the newest additions to the Connect First Platform. OnQ Live Agent Chat & Email enables customers to connect with agents efficiently and effectively via multiple communications channels. The addition of OnQ Live Agent Chat & Email to the Connect First Platform offers your customers superior individualized information with decreased wait times, providing an unparalleled customer service experience.

Welcome to the true Multi-Media contact center!

OnQ Live Agent Chat & Email benefits:

- Superior individualized information
- Increased agent efficiency
- Skills based routing
- Real-time monitoring
- Historical reporting
- And more!

A New Real-time Chat Queue Model

Connect First has re-engineered live chat dialogue to act and feel more like a naturally flowing conversation.

Before OnQ Live Agent Chat & Email, customer contact via live chat was a broken model of one discontinuous message after another. The gap between messages significantly increased the time a customer had to spend on a chat before getting a resolution, or completing a transaction. These longer chats also hampered an agent's ability to handle concurrent customers. The results produced frustrated, anxious customers and increased costs due to inefficient agent performance.

The ConnectFirst enterprise chat and email solution is designed to:

- Increase an agent's efficiency
- Decrease chat conversation response times
- Decrease total chat length
- Increase an agent's ability to manage concurrent customers
- Decrease the number of agents needed
- Blend seamlessly into all other contact queues

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