While you can multitask in the live chat channel without compromising customer service quality, it is hardly possible to handle chat and phone call at the same time. The Comm100 Live Chat Avaya integration ensures that chat requests will only be assigned to agents who are not answering a call and ready for chatting, and vice versa.
After the integration, live chat is added as a customer support channel in your contact center and agents can handle requests from multiple channels such as chat, call and email. This enables unified support team management and resource allocation. At the same time, customers have another channel to reach your support team.
The integration allows Comm100 Live Chat and Avaya Aura® Contact Center to share agent statuses with each other. This ensures that no incoming call will be distributed to an agent who is handling chats and vice versa, no chat will be assigned to an agent when he/she is answering a call.