Online multichat between customers and company representative, with full integration of web portal, mobile APP and company tools (e.g. CRM, …)
Eudata contains an XMPP based engine capable of providing chat sessions between customers and company representative, using web pages, mobile browsers and mobile APPs. On the agent/expert side chats can be multiple, with a max limit defined in the admin layer
Available for web contact centre (click to chat) or in the expert advisor: the chat works in the same way in every engagement process.
Rich contents: Chat is not a simple conversation, it is enriched with a set of technical and qualitative information.
Technical details: customer IP, domain, customer’s device type (mobile, fix), operative system and browser (if used), attached data from the web page, …
Qualitative details: customer details, web page where the chat was activated from, customer profile (if authenticated session), data from initial form, …
Fast Replay: agents and experts can access the predefined fast answers, link and documents, in order to improve the quality of response and the time dedicated to each single task.
Banning the hecklers: if somebody is disturbing your service, simply add him to a black list to avoid future contacts.
Fault Back logics: if the chat cannot be addressed to the selected target, the system reacts with some fault back logics.
Routing to the fault back service: it is possible to configure a team that will receive the chat in any case (closed service, unavailable agents…)
Routing to call back service: it is possible to configure a call back service to manage:
out of hour
In case the session cannot be delivered, the call back form appears automatically and asks for the time and the preferred way to be recontacted. It is also possible to create full call back services.
Customizing the experience via SDK: Chat is a part of the SDKs’ libraries and can be customized in terms of UI and process based on customer’s expectations. Chat SDKs use HTML5+JS on Web browser (and mobile browser) or native language for mobile APP integration.