NGNCloudComm WhatsApp Integration
Why WhatsApp Integration Matters
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.
IVR Funcionality
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
Apply business rules – business days/hours, holidays, match customer record etc
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
Getting Started with NGNCloudComm’s WhatsApp Integration
Integrating your contact center with WhatsApp using NGNCloudComm offers several benefits:
Broader Reach
Centralized Management
Efficient Routing
Omnichannel Support
Experience the Power of Multi-Channel Communication
With NGNCloudComm’s WhatsApp integration, you can elevate your customer service to new heights. Join the thousands of businesses worldwide that are embracing multi-channel communication to deliver exceptional customer experiences. Get started today and unlock the full potential of your contact center software.
