Virtual PBX Featured Article

OfficeSuite UC Contact Center Receives Live Chat Addition

June 02, 2020

By Maurice Nagle - Web Editor

As companies embrace working from home, employees are taking full advantage of communications and collaboration capabilities to empower productive workflows. While the contact center settles in to the new nom, an omnichannel approach will come in clutch for customer service operations.

Windstream Enterprises announced new live chat functionality for the OfficeSuite UC Contact Center Services (CCS) adding another arrow in the quiver for agents and supervisors to better serve customers.

With the newly added functionality, managers can coach and monitor agents, and when necessary jump in answer customer queries. Live status dashboards and reporting enables analyzing historical chat data. Agents can answer voice calls while sill participating in up to six chat sessions. Management can customize surveys, wait treatments, chats and other engagements.

“While chat solutions have been around for a while, it is becoming the preferred communication channel for customers, with some studies showing it will soon overtake voice as the most popular channel for customer service due to younger generations relying more heavily on digital interactions,” said Austin Herrington, vice president of product management at Windstream Enterprise. “We leveraged our extensive experience with contact centers and our own software development shop to create a solution that takes live chat to the next level.”

Cloud communications are clearly a critical tool to the modern workforce and live chat is a worthy addition.

Are your communications in the cloud yet?

Edited by Maurice Nagle


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