We have already developed Connector for Genesys (Pure Connect, PureCloud, PureEngage) and Cisco (UCCE, UCCX) WhatsApp, Facebook Messenger, Viber, Telegram, Skype, Instagram, etc.
Nova.ChatsConector software solution allows not only to use messengers for customer interaction with the company but also makes their use more convenient for business. The omnichannel, as opposed to multichannel, allows you to work with all messengers simultaneously from a single user interface.
The agents’ workplace does not need to install additional plug-ins, the handling of the messages for all channels are taking place in a standard agent desktop chat widget. Together with the chat, the operator's workplace is displayed the type of messenger ( WhatsApp, Telegram, Facebook,etc.) and a unique customer ID. If your contact center solution support chat recording, the conversations from Nova.ChatsConnector would be recorded as well as other chats.
This means that all customer calls, no matter what messenger they come from, fall into a single window and any operator can handle it.
You can see a short video of how it works: https://www.loom.com/share/cc87121f583f46128fb408e8a7cbd030
Additionally, you can get more information about our solution on our website:
Nova IT LLC
Publish Date: September 4, 2019 4:41 PM