For those who run contact centers, we all know that the arrival of the holiday season means a veritable tsunami of traffic has been—and will continue to be—heading your way. It also means there’s an increase in internal contact center communications to better manage workflows and handle the waves of customer interactions. And while customers know that their interactions increasingly involve using chat to communicate with contact center agents rather than making a phone call, chat is also an integral part of ensuring that internal operations run smoothly.
There is news on the chat front, as interaction solution provider Netop has released a new version of its popular live chat software, which is used by customer service and technical support teams. The SaaS-based software combines text, audio, and video chat on a single platform, providing:
- Routing
- Reporting
- Remote assistance tools
- Co-browsing modules
The web-based chat solution, which includes support for mobile devices, has been enhanced to provide filters for operators in the administrator console, enabling companies with large customer service organizations to manage teams of operators more efficiently. Other enhancements include the ability for administrators to add and edit call categories in the chat history, which Netop cites as a tool for providing improved reporting capabilities and more accurate statistics.
“FedEx and UPS are forecasting record holiday shipments this year, and that will bring a record number of customer service inquiries,” said Kurt Bager, CEO of Netop. “We’ve designed the new version of Live Guide to help companies meet the challenge of providing personalized service that is both efficient and effective, even during periods of peak demand.”
Multi-channel chat, including the growing need for video and collaboration tools, is emerging as an integral part of contact center transformations toward full omnichannel capabilities. Along with real-time interaction functionality, the information generated for compliance and gaining a deeper understanding of customer needs is also critical. As Netop points out, such capabilities are designed to help front-line employees interact more efficiently and effectively by improving site conversions, call resolution rates, and customer satisfaction. And, like so many contact center tools, chat is now available via the cloud.
For those interested in learning more about omni-channel developments in contact centers, the event taking place January 28–30, 2015, in Miami Beach offers a unique opportunity to see the latest capabilities in action and get your questions answered.
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