The new addition to Evolve IP’s integrated collaboration services mix is designed to bring all communication channels into one place to boost customer experience whilst also allowing teams to manage customer demand.
Key features include a live chat plugin that can be integrated with a company’s website to capture leads as they land on a page, omni-channel history so agents can view and refer to customer contact chat history, personal wallboards, ACD working, abandoned calls, critical call handling and queue visibility information.
The solution also includes call back options to allow organisations to handle high volume inbound calls.
Scott Rixon, technical account director, UK, Evolve IP (pictured), explained, “Our latest offering makes it easy to execute, manage, monitor and oversee a complete omnichannel strategy – covering standard email and chat options as well as the main social media channels.”
“Consumers expect to be able to interact with organisations easily and in their preferred channel of communication. We are supporting our partners to competitively deliver services to organisations of all sizes, providing them with the agility they need to develop and integrate communications channels and features.”