Comparison of WebChat Features

Group Presence

Display is the chat-queue has available agents.

(only when IDR Interactive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. is disabled)

Multiple Chat Endpoints

Configure multiple buttons, linked to different chat-queues.

(alternative is routing based on content)

(alternative is routing based on content or page)

(alternative is routing based on content or page)

Teaser

Tease the customer with a small message based on time or scroll percentage.

(simple via visual editor)

(simple via visual editor)

Customization / Themes

Customize the look of the WebChat.

(complex via files)

(simple via CSS scripts)

(simple via CSS scripts)

(simple via CSS scripts)

Reconnect

Reconnect when browsing to a new page.

Idle timeout

Set a timeout for no response.

(Via Time to Live based on customer connection)

Customer Name

Ask a customer for their name / email.

(will result in a fictive URI)

(Can be loaded via script)

(Can be loaded via script or asked via Adaptive Card)

(Can be loaded via script or asked via Adaptive Card)

Agent Name

Display the agent name to the customer.

(Skype for Business on-premises only)

Chat Name

Configure the chat display name.

(Via Template)

(Via Template)

(Via Template)

Business Hours

Display if the chat is available during business hours.

(alternative is remove the front end during specific times)

System Messages

Prompt the customer with predefined messages, for example "Waiting for an Agent".

(Via Dialogue Studio

(Via Dialogue Studio)

(Graphical) IDR

Prompt the customers with a list of queues to select from.

(alternative is routing based on content)

(Via Adaptive Card)

(Via Adaptive Card)

Chat Questions

Prompt the customers with a list of questions before connecting to an Agent.

(Via Adaptive Card)

(Via Adaptive Card)

IM Translation

Translate the messages sent by customer and agents.

Routing based on content

Route the customer based on the message they have sent.

Dialogue Studio Compatible

Extend the conversation with Dialogue Studio.

Initiate Chat

Initiate a chat conversation between the Agent and Customer

Initiate File Transfer

A customer can upload a file to be shared with the Agent.

Initiate CoBrowse

A customer can initiate co-browsing session with the agent

(via 3rd party integration)

Initiate CallMe The CallMe feature adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs.

A customer can escalate the session to voice by entering their PSTN number.

Initiate URL Sharing

Display a pop-out window to the customer with shared urls by the agent.

Skill Transfer

With Transfer, you can transfer to another skill.

Predefined responses

A predefined response is a message you can add to your reply.

Emoticons

Add emoticons to the conversation

Timeline

The timeline shows information about previous contact moments with the customer, loaded via the Universal Timeline Service.

(Fictive URI is generated)

(URI can be loaded via script)

(URI can be loaded via script or Adaptive Card)

(URI can be loaded via script or Adaptive Card)

Classification

During a dialogue you can select a predefined Classification, which will be added to the Call Detail Recording via the Call Property Service.

CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Contact Information

The contact information show additional information about the contact loaded via the CRM Service.

(Fictive URI is generated)

(URI can be loaded via script)

(URI can be loaded via script or Adaptive Card)

(URI can be loaded via script or Adaptive Card)

CRM Case Information

The case information show cases of the contact loaded via the CRM Service.

(Fictive URI is generated)

(URI can be loaded via script)

(URI can be loaded via script or Adaptive Card)

(URI can be loaded via script or Adaptive Card)

Queue Settings / Filtering

From the Queue Settings, you have the option to configure the view.

(Via Snapper)

Queue Details

In the queue tab of the overview you can see which conversations are in the queue.

(Via Snapper)

Search Text

In the search text tab you can search for a specific conversation based on your criteria.

Take from Queue

Take the session from the waiting queue. The conversation will now be offered to the Agent.

(Via Snapper)

Preview

Show the conversation as a preview. From here you can see the content of the conversation and you will have the option to "Take" the session.

Discharge

The time before a new conversation will be offered to an Agent after the previous conversation is finished.

Email Conversation

After a chat with an agent and the customer wants to read back, the email dialogue can be emailed to the customer.

Quality Monitoring

Quality monitoring can be used to have customer the possibility to rate the conversation.

Classifications

Classifications can be used to Tag conversations

Captcha

Enable a catpcha on the webchat, before initializing

Automated Messages

Configure automated system messages for the customer and agent.

(Extended messages via SharePoint)

(Simple messages via script)

(Simple messages via script)

(Simple messages via script)

Contact Form

Add a contact form when no agent is available of chat queue is out of office.

(Via Adaptive Card)

(Via Adaptive Card)

Question Form

Visually display the chat questions, before connecting a conversation.

(Via Adaptive Card)

(Via Adaptive Card)

Pop-out

Pop-out the chat in a new browser window.