by admin | Apr 24, 2020 | Customer Service
When creating widgets that appear on the front page of a companies website or even within in their customer service section, some considerations need to be made. It is important the widgets reflect the brand guidelines of the organisation and blend in with the...
by admin | Apr 23, 2020 | Customer Service
Many of the recent posts have been focused on the Chat Channel within the Omni Channel Engagement Hub. You may have been wondering what other channels are available within the application. The channel which has the most confusion is the Entity Channel. What does this...
by admin | Apr 22, 2020 | Customer Service
This post covers a review of the real time sentiment analysis in the Omni Channel Engagement Application When a customer has started a live chat and begins talking, the is real time sentiment analysis enabled by default that gives users the ability to see, based on...
by admin | Apr 21, 2020 | Customer Service
Agent Scripts promote the use of being able to work through a set of questions or actions and Macro’s provide a level of automation which saves users so much time – now we want to look at putting them together to make the user experience helpful and...
by admin | Apr 20, 2020 | Customer Service
Macro’s in Omni Channel Engagement allow for specific levels of automation to take place whilst a user is talking to a customer. The most common places to embed Macro’s are on Agent Scripts. This post covers how to get started with Macro’s and their...
by admin | Apr 19, 2020 | Customer Service
Omni Channel Engagement promotes users to manage workloads and be served queries from multiple channels. An important feature is for users to be able to have access to search knowledge base articles without losing context. This post covers how! When a user accepts a...
