Multichannel capabilities blend e-mail and web
chat with voice calls into your contact center. Each channel is
treated as a customer interaction, no matter how it arrives
and given the appropriate priority you set. Non voice calls can
be dealt with as business needs determine, ensuring they are
allocated to agents based on parameters you set, perhaps
when agents are idle.
- Adds Multichannel (e-mail and web chat) capabilities to 1 agent on your Contact SWEET! Enterprise Edition