Representatives can now simultaneously handle requests from multiple customers.

Increased utilization and productivity of support representatives.No training or behavior change needed for End Users.

Integrates with Customer Single Sign On Solutions.

Support for Privacy regulations including GDPR, configurable data retention policies.

Integrates with IBM Watson, Microsoft LUIS, DialogFlow and other AI engines for NLP/NLU and dialog based chatbots.

Mono-lingual agents can support chat in multiple end-user languages.

Provides Real-time language translation in over 70 languages.

Provides multi-lingual support queues using all Microsoft Teams or Skype for Business supported languages.

Agent single-pane-of-glass shows 365 degree view of end-user interaction history and open incidents.

Integrates with Service Now and BMC Remedy for automation of ticket creation and matching.

Canned Message/Template support for Agent efficiency.

Tracks statistics and KPIs on queue lengths, wait times, service times, and representative efficiency and performance.

Allows supervisor to observe work queues and sessions in progress using a real-time visual dashboard.

Allows seamless transfers of chat between queues and agents.

Allows design of a multi-level IVR menu to map to your existing workflow trees.

Allows for backup queues and overflow queues for your “follow the sun” global service desk.

A single system with a single Teams or Skype contact allows multiple queues such as for regions, languages and skills.

Agents can handle multiple simultaneous chat support sessions.

Intelligently queues and dynamically routes the service request to the right support representative based on load, availability and customizable factors, such as skill sets, language or location.

Allows customers to initiate a dialogue with a chat support queue from any of their Microsoft Teams or Skype for Business clients.

Skype customer service online chat