Multi-Channel communications for an evolving customer base
Consumers today are searching for ways to enable self-service without complicating their interactions. With OnQ Live Agent Chat, customers can easily interact with the cloud-based contact center through the website. Simply click on the chat option and the “caller” is put into the queue. The first available agent will take the “call” and interact with the customer, providing the necessary information or assistance.
The OnQ Live Agent Chat offering enables effective and efficient connections across multiple communications channels. We have re-engineered the standard approach to Chat, creating a dialogue opportunity that follows the flow of a natural conversation. With Chat enabled on your platform, customers receive superior individualized information with a reduction in wait times and exceptional Quality of Experience (QoE).
Benefits of OnQ Live Agent Chat
- Decreased Response Times: Allows for interactions in real-time, increasing contact center and agent efficiency.
- Decreased Total Chat Length: Real-time conversations ensure faster resolution for any customer issue or request. Agents can quickly identify the source of the customer contact and provide rapid resolution.
- Reduced Agent Requirements: As more agents can handle more customer chat interactions contact center efficiency improves.
- Skills-Based Routing
- Real-Time Monitoring
- Historical Reporting
- Individualized Information
- Seamless Blending
- Custom Cloud APIs
- Any HTTP-based survey/VOC solution