Deliver customer service from your website without the need for customers to download software
The integrated Web Chat module uses the same Automatic Call Distribution (ACD) system of the gPlex® CC solution to route chat sessions. gPlex® system treats a chat session as a call and distribute the same to the agents as per CC admin policy. Thus it is very easy to monitor chat session progress and analyze relevant reports.
Enable personalized chat experience with access to multichannel customer interactions.
Just-in-time online engagement can help you close more sales and reduce non-sale call numbers.
Leverage queue-specific and skill-based routing to ensure a chat session is delivered to the right agent.
Get the benefits of a true cloud solution and out-of-the-box multichannel capabilities.
The agent must answer a web chat call within a specific time period. If agent failed to response, gPlex® system will move that chat call to another agent within 5/10 second. After answering, agent can continue chat session or transfer it to other agents.
Monitor how visitors are interacting with your website in real-time. Identify the URL of the content or affiliate sending you website traffic. Analyze the web path of visitors and determine specific web pages with high and low engagement rates.
gPlex® allows the Supervisor to seize the chat session from the agent or send whisper text to the agent. Supervisor can edit/delete the text of a current chat window already which already delivered. The client can see the notification and the deleted text as in different color for a few seconds before permanent delete for legal reason.