- Products
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- Genesys SIP
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Genesys Chat 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
- Support for a live HTML-based customer service chat requests 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 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.
