Consumers today are searching for ways to enable self-service, without complicating their interactions. With Connect First OnQ Live Agent Chat, customers can easily interact with the hosted call 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. Connect First has 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).
Just a few of the benefits delivered to the multimedia contact center:
- Increased agent efficiency
- Skills-based routing
- Monitoring in real-time
- Historical reporting
Put an end to the broken model of one discontinuous message after another. When you eliminate the gap between messages, you minimize the time a customer must spend on Chat to achieve resolution. OnQ Live Agent Chat eliminates the frustration, calms the anxious customer and improves overall agent performance.
With OnQ Live Agent Chat in place, the contact center enjoys:
- Seamless blending with all other contact queues
- A decrease in total chat length
- An improvement in Chat conversation response times
- An increase in agent ability to manage concurrent customers
- A decrease in the number of necessary agents.