If operational efficiency is what you’re after, you’ve come to the right place. Our live chat routing capabilities at the department, agent and work item levels can be as simple or detailed as you need them to be. As your business grows and chat volume rises, you’ll find automatic routing is a lifesaver.
Automatically route inbound customer communications to the right place, so that agents, or groups of agents, can take ownership of appropriate items and use the best tools available to assist.
By setting up departments, folders and permission groups, you can:
Especially useful in high volume environments, Bold360 gives administrators even more control over work assignments based on agent workload, department rollovers, and other factors.
Forrester Report: Leverage AI To Drive Measurable Improvements And Move Your Customer Experience To The Top (Executive Summary)
Bold360 teamed up with Forrester Consulting to survey global businesses and measure the benefits of providing good customer experiences.
Aberdeen Research Report: Omni-Channel Engagement – How to Deliver Context-Driven Experiences
Best-in-Class firms are differentiating themselves by orchestrating interactions across all channels to deliver a seamless, personalized customer experience.
Aberdeen Research Report - AI in the Contact Center
This Knowledge Brief outlines how service leaders across the Fortune 1000 educate themselves on how AI can help transform their activities.
AI Customer Experience Report: Impact of Chatbots and AI on the Customer Journey
See how your CX processes compares in this global survey to business leaders and consumers.
Discover smarter, more personalized engagement.