Chat


Genesys Media offers a comprehensive platform capable of handling all internet chat customer communication channels while gaining the benefits of leveraging your existing coordinated management and routing environment. The Live chat solution enables the company to give eservice customers immediate access to the agent, should they need it. By providing your customers with an easy escalation point for personalized service, you put the human touch into your self service customer care options that ensures your customers get the help they need. The chat interaction management helps the agent to provide live assistance to the customers via web. The chat interactions are managed by the same business rules that are applied to all other applications and enables integrating monitoring and reporting.


The chat media has two types of functionality

  • Chat - Customer opens the web page and clicks on click to chat link in order to start chatting with the customer care agent.
  • Call back request - Customer can request for a call back, by simply clicking on call back option.

Benefits of Chat

Nova Terra Multimedia Chat
  • Increases productivity by displaying multiple simultaneous chat interactions for the agent.
  • Improves the customer experience by providing consistent service across all channels.
  • Routes chat to the best agent available to solve the customer's problem.
  • Provides comprehensive reporting, including transcriptions of chat interactions saved in customer history for agent reference.
  • Reduces administrative costs with a single platform for all interaction channels.

Features of Chat

  • Provides the flexibility to implement live chat via a pure HTML-based environment.
  • Support for live chat conferencing allows customer service agents to conference other agents or supervisors into a live chat interaction to increase first contact resolution and improve customer satisfaction.
  • Supervisor chat monitoring allows supervisors to silently monitor customer service agent chat sessions for training and coaching.
  • Integration with the Agent Desktop provides agents with a single interface for monitoring voice, e-mail, and chat interactions.