OVERVIEW
eGain Chat™ enables you to offer real-time chat assistance to website visitors. Agents can exchange text messages, files, web pages, and knowledge base articles with visitors to answer their queries, proactively as well as reactively.
DESCRIPTION
Features
- Support for all popular browsers on the customer’s desktop
- Support for mobile devices and multiple languages
- Support for text, and one or both way audio and video chat
- Text and video chat transcript can be saved and printed by or emailed to the customer
- Display of special messages and audio alerts in the case of off-hour requests, new messages, while waiting for agent to join chat, error during chat etc.
- Chat conferencing allowed between agents, supervisers, and customers in the middle of a session
- Visitor details and navigation history are shown to agents to enable informed interactions
- Agents can conduct 3-5 chats simultaneously
- Easy toggling between text chat, video chat, and email inboxes for blended agents
- End-of-chat survey to elicit customer feedback
- Canned responses are available to agents to enable quick but well-written messages
- Ability to set up multiple entry points for chat with related queues and resources for each
- Scalable to suit any contact center or business demands
- Completely integrated with all other eGain products
- OEM integration with Cisco contact center products
Source : http://www.egain.com
