Click-to-Talk
Imagine Jane Doe, one of your web site's frequent visitors. She is browsing your site for details about your products. She notices a banner suggesting that she can now contact your centers by simply "Clicking to Talk". Jane decides to try it out, as she would prefer that one to one service to address her questions. She clicks on the component and discovers she can talk to your agents by simply using her PC's microphone and speakers!
As described in the previous scenario, a brand new contact channel can be enabled for customer contact via VoIP technology. Your company's web presence automatically becomes another touch point where customers can reach a live agent. A simple add-on to the web site can enable a new way to interact with customers. The addition of Click-to-Talk to the web site strategically positions your company to expand the customer contact space into a brand new customer segment increasing sales opportunities, improving customer service, and making your centers easier to reach.
Benefits- Web market segment can now reach the contact centers
- Session content available through the call interaction
- Cost effective - leverages existing infrastructure
- Easy to add on Click-to-Talk web component
- Component leverages customer's IP connection to contact your center
- Hosted or premise based component to transfer calls to your center
- Standards based communication protocols
- Components can be customized to address specific needs