Automated Message Distribution
Digital customer service through asynchronous messaging channels needs a different kind of solution in your contact center.
Synchronize web chat with in-app chat
Most vendors treat web-based and app-based live chat as completely separate channels. With Sparkcentral, modern live chat can start on a website, then be continued seamlessly inside mobile app without the customer or agent losing context.
Make proactive notifications responsive
The Sparkcentral Proactive API lets you send notifications, and customers receiving them can respond, in context. Agents see the entire conversation starting with the proactive notification as a single, continuous conversation.
Move social conversations from public to private
Sparkcentral enables agents to move public Facebook and Twitter conversations to Facebook Messenger and Twitter DM, respectively, without losing context and without losing the agent.
Bridge IVR and Voice to messaging channels
With proactive call deflection, a customer journey that begins in the IVR can seamlessly lead over to the much cheaper and more convenient digital channels like SMS, WhatsApp, or app-based live chat.
Take live chat to messaging during out-of-office hours
Similarly, during out-of-office hours for chat teams, live chat can offer to move to WhatsApp or SMS, which enables the customer to receive an answer to their question once the agents are in the office without requiring the customer to go back to the website or forcing them to call.
The skills required for voice agents are different from those required for digital agents. Where voice agents need to be more stress-resistant in the moment and have a pleasant tone in their voice, digital agents need to be able to multitask and know how to “speak messaging” (emojis, jargon, style)…
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pilot use case.
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