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Connect

Omnichannel Cloud Contact Center 

Web Chat

Feature Brief

DRIVE BETTER WEBSITE ENGAGEMENT WITH WEB CHAT

Website chat has evolved to be one of the fastest ways companies can improve engagement and

conversions on their web sites. Leading brands today are using customer web chat and online support

thanks to the rise of more sophisticated solutions. This includes enabling personalized chat interactions

with a better ability to serve the customer—by seamlessly connecting in other channels for agents to

help, or automatically triggering processes and workflows to support the customer or complete tasks.

Leap Connect provides all the agent tools and routing capabilities needed to manage website chat interactions in your contact center. By supporting web chat as part of a complete omnichannel contact center solution, companies can deploy intelligent routing, reporting and analytics strategies across all customer touch points, increasing agent efficiency and providing a connected, consistent experience
for customers.

BLEND WEB CHAT BOTS AND LIVE CHAT SUPPORT

The Leap Connect Platform enables companies to intelligently blend web chat interactions to drive maximum efficiency and a positive customer experience. This includes powering chat interactions with bots that can answer basic customer questions in a fully ‘self-service’ manner— without the need for an agent. If more help is needed, or an escalation is required, the solution can quickly and seamlessly engage an agent to take over the self-service web chat interaction. Agent escalations can also be automated or set to alert supervisors using emotion and sentiment detection for immediate action.

SUPPORT FOR MAJOR MESSAGING PLATFORMS WORLDWIDE

The Leap Connect Platform enables companies to intelligently blend web chat interactions to drive maximum efficiency and a positive customer experience. This includes powering chat interactions with bots that can answer basic customer questions in a fully ‘self-service’ manner— without the need for an agent. If more help is needed, or an escalation is required, the solution can quickly and seamlessly engage an agent to take over the self-service web chat interaction. Agent escalations can also be automated or set to alert supervisors using emotion and sentiment detection for immediate action.

KEY FEATURES

Easily Integrate Chat Support into Websites

Uses Intelligent Omnichannel Routing

Displays Web Chat Only When Agents Available

Records Chat Interactions

For QM

Blends Bots and Live Chat Support

Centralized Reporting 

& Analytics