Comm100 Live Chat can be integrated seamlessly with Cisco Unified Contact Center Enterprise (UCCE). After the integration, agents can handle both chat and phone requests. Managers can allocate these requests in a unified manner. Chat reports can be directly retrieved in the Cisco system for managers to evaluate agent performance in an all-round manner.
Whether you choose our advanced rule-based routing or the unified routing and allocation by the Cisco routing engine, you can rest assured that each of your support requests, be it chat or phone, will be assigned to the most appropriate agent based on your business requirements.
You can decide whether or not to have your agents handle chat and phone call simultaneously to best leverage their power. No matter what your choice is, all chat and phone requests will be assigned by predefined rules to ensure that your customer support is in good order.
View all of your data in one place. With the integrated reporting, you can view the real time dashboard of chats, chat overview report, and agent performance reports, such as workload, efficiency, and rating reports, right in your Cisco system. This gives you an in-depth insight on the efficacy of your chat support channel, as well as on the performance of each agent.