Basic information
Contact Center brings all your channels together in one place to simplify customer management and improve agent workflow.
Who can use Contact Center?
- Users with Contact Center permissions see the Contact Center menu under Organization Settings.
- Everyone with a Contact Center Agent license gets access to Ticket View.
- The license is credit-based: you choose which channels you need and purchase them with Credits.
Widget and channels
- A web widget on your website can give customers the opportunity to raise an alarm via webchat or callback – fully customizable.
- Chatting via the widget can automatically create tickets.
- Response groups help manage incoming calls; when groups are connected, calls can automatically create tickets.
Automatic ticket generation
When a channel is connected to Contact Center, interactions from that channel can automatically become cases so agents don't have to jump between systems.
Roles and administration
- Supervisors monitor agents and channels.
- They can log agents in/out and track tickets to ensure customers are handled quickly and efficiently.
Contact management
- Manage customers easily via contacts that can be added manually or imported.
- Contacts can be shared between agents for smoother management and follow-up.