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Presence Web Interactions

The amount of time your customers spend online has increased exponentially and so have their demands for web-based services and responsiveness. Presence Web Interactions module includes three valuable online functions to help enhance your online support.

Chat: One click initiates 2-way support communication enabling customers to continue navigating processes or web pages.

Web Call Back: Three simple steps—click, enter name, enter phone number—generates voice call with live telephone support while customer remains online.

Web Collaboration: Contact center agent shares screen views with customers while providing chat or voice support.

Presence Web Interactions provides:

  • • Customizable Agent/Customer chat interface
  • • Secure transactions (SSL) in all modes
  • • Automatic collection of data on customer web site activity prior to agent contact
  • • Native integration with the Presence Suite that shares ACD engine used by other channels
  • • Same level of reporting as other Presence multi-channel applications for better agent management and workgroup performance
  • • Real-time dashboards and supervisor consoles for agent monitoring
  • • Ability to archive chat content for compliance and training purposes

Presence Web Interactions’ features and capabilities go far beyond customer support and resolving client issues. In addition to optimizing your contact center, they improve how you do business. Contact us today to learn more.

Web Interactions Product Sheet
Contact Center and Multi-Channel Solutions (American English)
Contact Center and Multi-Channel Solutions (British English)
Contact Center solution for Travel
Contact Center solution for Insurance
Contact Center solution for Retail