Built as a core component, chat uses your existing agent skills and routing configurations. So setup is minimal and the agent experience is seamless.
Close deals more quickly. Provide urgent support without the delays from email. Capture the conversation in the iService® unified history.
Time is money.
Close the loop quickly with iService® chat.
iService® chat works like any other interaction. Requests are queued into existing topics, routed with existing skills, and handled by your existing agents.
Your chat interactions are accessible from customer history like any other interaction. Continue the discussion after the chat via email, or queue up tickets as part of a chat case.
The customer chat interface is simple HTML that can be used out of the box, or customized for your specific needs. No software to install, and no performance impact on your website.
Not an add-on
Core featureNot an integration
There are plenty of inexpensive chat solutions that will get a button on your website for chatting with customers. But, you will quickly discover that having separate tools does not scale very well. With iService®, you can manage everything in a single solution.
iService® Chat was built as an integral component of our customer engagement platform. It uses the same skills-based routing, interaction history, and access rights as all other components.
Easy for agents
The agent chat user interface is integrated with all iService pages so agents can continue to use the full application while chatting.
Monitored by managers
Real-time Insightfor managers
Managers can view ongoing chats in real-time, similar to monitoring telephone calls within your contact center. If needed, managers can take over chats, end them if customers are abusive, and take all of the same actions as the chatting agent.