How can you ensure that web chat sessions are fully integrated into your contact center?

The term multichannel has become very popular in recent years. But sometimes you lose sight of the real value of something if you only focus on a keyword or technical term.

Web Chat is one such example. We all know that people are buying more and more goods and services online. But we also know that from time to time it is necessary to talk to someone quickly. We need help filling out forms, making a purchase decision or a contact person to be able to explain difficult issues.

This is the reason why many companies have adopted Web Chat. These are usually simple clients that enable chats between customers and the provider’s service employees. However, such chats are often just silos, i.e. completely detached from the other media channels that are distributed in the contact center. That’s why we have the chat function in the jtel system. Incoming chat requests are distributed to agents according to their routing topics using the same algorithms as for other types of communication. A simple connector allows chat functionality to be used on multiple websites, each with their own routing configuration.

Each agent can manage multiple chats simultaneously and the resulting conversations can be archived as indexable PDFs for later review. Multichannel sounds good – but it also has to work. jtel helps to expand contact center functionality so that it enables companies to be more effective in serving customers – and thus delivers real added value