We've added an integration that will simplify the work of your customer service teams. It's now possible to integrate Wittyagent with telephony solutions, for cases where it's needed. escalate the conversation to a call. 👨💼 The agent will be able to do so in JUST ONE CLICK, that easy.
In the day-to-day work of customer service executives, there are different situations in which it is necessary to move the conversation from chat to call. This happens, in particular, when there are complaints, sales closings or other complex or urgent cases. This process can be cumbersome when the agent has an urgent need to track that contact within a database in order to call them.
To simplify this process, we added the ability to escalate a chat to a call with a single click. If the contact has their phone charged in Wittysuite, an icon will appear in the chat window that will allow you to open any application that supports phone calls.
This functionality works perfectly with our phone system 3CX, selected by more than 250 thousand leading companies worldwide!
Here you can see how it works:
While the agent is chatting with a customer, a new icon in the shape of a phone will now appear in the chat window when the contact has that information loaded. Taking into account the importance of offering a omnichannel service, is that we developed this functionality.
