With Instant Response there is no need to have some representatives spend time dispatching calls to the appropriate representatives. Automated routing based on presence, availability, location, and expertise can significantly reduce support costs. Increase enterprise wide efficiency of representatives.Instant Messaging based Instant Response for Help Desks ensures that the interactive dialog will end in satisfactory resolution of the service request on the first attempt This can cause a simple service request to take several attempts and back and forth email messages to resolve – encouraging continued use of expensive voice calls. However, email is not ideal for interactive two-way dialogue and is prone to miscommunication. Email support is considerably lower cost than phone calls. Many contact centers have realized the benefit of email support. This mode of communication can eliminate the dead-time or hold time in traditional voice oriented conversations Representatives can now simultaneously handle requests from multiple customers. Increased utilization and productivity of support representatives.No training or behavior change needed for End Users.Integrates with Customer Single Sign On Solutions.
Agent single-pane-of-glass shows 365 degree view of end-user interaction history and open incidents.