NGNCloudComm has added WhatsApp support to its industry leading omnichannel platform. Contact Centers can now add all the NGNCloudComm features including queue and campaign assignments, transcript history, and key data reporting to live chat interactions with the 2.2 billion active WhatsApp global users.

How does it work?

When a user contacts your business WhatsApp account – that chat is routed to an IVR where your Contact Center business rules are applied, and the chat interaction is queued and assigned to the appropriate and available agent.

Agents view and reply to the WhatsApp chat within the NGNCloudComm platform. Agents do not need to have or use their WhatsApp account or any other platform.

Because the interaction occurs within the omnichannel platform, key data points like response time, total chat duration, and resolution are tracked and the chat history is stored. If applicable auto replies can be programmed and agents can transfer the chat interaction to other agents or departments as needed.

Functionality added using WhatsApp with NGNCloudComm

IVR Functionality

Route the chat through an IVR allowing customers to select a department or input information prior to routing to an agent

Business Rules

Apply business rules – business days/hours, holidays, match customer record etc

Skills Based Routing

Route the chat to the proper agent(s)

Queuing

Put chats into a queue for the first available agent to handle

Chat History

Chat history is saved and available to any agent that communicates with the customer

Data/Reporting

Time to reply to the chat, overall time of the chat, chat disposition

Transfer

Agents can transfer the chat to another agent as needed – escalation, different department etc

Auto Replies

Use ‘chat bots’ and automatic replies to increase customer experience and agent efficiency

What other channels does NGNCloudComm support?

NGNCloudComm is a true omnichannel experience where agents handle inbound and outbound queues, manual calls, email, text messages, Facebook interactions, webform data, live chat, and now WhatsApp interactions from one single platform.

Inbound and outbound queues

Manual calls

Email

Text messages

Facebook
interactions

Webform data

Live chat

WhatsApp

Not only are agents able to support all of these communication channels from a single platform, but contact centers are able to apply powerful and automatic business rules across every channel – not just phone calls.

To find out more about this feature and the benefits of NGNCloudComm and how it can impact your ROI, please contact us.

 

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