Does Netcall have the facility to convert a ‘chat’ conversation to a telephone call if needed? If not, is it a service you offer as an ad on or not available?
Hi Vanessa.
To answer your question - Yes and No.
First No - as in not directly, there is a process you would need to follow to convert the Chat to a Phone call.
Yes - The process.
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Agent Receives the Message Interaction.
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Agent or Customer wishes to switch to speaking via a phone call.
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Customer provides a number for the Agent to call on.
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Agent goes to the Directory Tab within Liberty Converse and enters the number to make an Outbound Call.
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Agent is connected to the Customer via a phone call. (They can then end the Message Interaction as Done (perhaps have an Activity code to say that they switched it to a phone call?)).
The only caveat is that the system treats these Interactions as two separate exchanges. The first is the inbound Message Interaction; the second is the Outbound Call Interaction. There is no direct correlation between them.
Hopefully, this shows that you can easily switch from a Message (Chat) to a Voice call within the Liberty Converse Contact Centre. If you have any further questions, please let us know.
Also, if you have ideas for enhanced functionality/improvements, please add them to the Ideas portal using the Ideas link at the top of the Community pages.
Kind Regards,
Jonathan
Hi Vanessa - to add to Jonathan’s response, one option could be to offer a Callback to a customer using QueueBuster, directly from within a Chat in Liberty Connect.
So in this example, a customer is looking for an update on a Case in CRM ( returned without speaking to a human ) If they then want to speak to someone, they request a callback from Connect, The agent handling the callback would of course be able to see the connect transcript, if allowed.
Happy to have a chat to discuss this if you think its useful ?