Genesys Chat

Genesys Chat interaction management lets your agents provide live assistance to customers via the Web. The chat interactions are managed by the same business rules that are applied to all other applications and enables integrated Genesys monitoring and reporting. Genesys Chat interaction management also provides agents with access to the same customer data that they have for voice calls, ensuring the same personalized service for chat contacts as for callers.  

Advantages:

• Increases productivity by displaying multiple simultaneous chat interactions for the agent
• Improves the customer experience by providing consistent service across all channels
• Routes chats 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:

Genesys Chat allows you to integrate live chat capability into the channels that your customers use to contact you.  The live customer service chat is also an essential element in an eServices solution.

• 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 Genesys Agent Desktop provides agents with a single interface for monitoring voice, e-mail, and chat interactions.
• Integration with the Genesys CIM platform provides a consistent management application across interaction channels and allows chat to leverage the same business rules as voice interactions.  

Genesys Chat allows agents to have multiple, simultaneous chat sessions, view customer data attached to each interaction, and access the knowledge base to find answers.