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Connect

Omnichannel Cloud Contact Center 

Messaging Platforms

Feature Brief

MESSAGING PLATFORMS ARE A REQUIRED CHANNEL

The rise of messaging platforms worldwide is making these critical interaction channels a standard component in today’s cutting-edge omnichannel contact centers. Consider that WhatsApp is used by more than 2 billion people today. Facebook Messenger adds another 1.3 billion people, and Viber currently claims 1 billion users. Engaging customers on these new and powerful customer channels not only ensures that your company does not miss important interactions, but it opens up opportunities to improve service and drive a better experience for your customers and contact center agents.

FLEXIBLE OPTIONS GIVE COMPANIES MORE CHOICE

Leap Connect provides the APIs and tools required to quickly and cost-effectively integrate messaging interactions into your contact center—based on your specific business and customer needs. This includes support for today’s major messaging platforms, such as WhatsApp, Facebook Messenger and Viber. By integrating messaging platforms into your business as part of an omnichannel contact center solution, companies can deploy the same intelligent routing, reporting and analytics strategies across all customer touch points, increasing agent efficiency and providing a seamless, consistent experience for customers.

SUPPORT THOUSANDS OF MESSAGES WITH UNLIMITED AGENTS

The Leap Connect platform enables your company to integrate messaging interactions at scale with the ability to support thousands of messages per day with limitless ability to connect in as many agents as needed. This flexible approach—which starts at 1,000 messages per day and can go up to 10,000 messages per day, or more—enables companies to support current needs, while being strongly positioned for growth of these interaction channels in the future.

SUPPORT FOR MAJOR MESSAGING PLATFORMS WORLDWIDE

WhatsApp

Facebook Messanger

Twitter

Viber

KEY FEATURES

Fully Integrated Solution

Easy Drag & Drop Set-Up

Intelligent Omnichannel Routing

360 View of

Social Interactions

Web-Based Interface for Agents

Centralized Reporting & Analytics