Nova.ChatsConnector
Nova.ChatsConnector for Genesys PureConnect – is an unique platform that aggregates messages across all channels: WhatsApp, Facebook Messenger, Viber, Telegram, Instagram, etc. and extends standard chat option for Genesys PureConnect. Our solution allows you to get instant messaging in your business. Now you can use any communication channel – Telegram for customer service or get feedback via Viber, WhatsApp for new orders or Facebook for resolving complex issues.
Agent can serve messages from the following messengers
Viber Public Account
Viber by phone number
WhatsApp by phone number
Telegram
Slack
Online Chat
Skype
Facebook Messenger
CiscoSpark
KIK
Twillio
Nova.ChatsConnector for Genesys PureConnect is the only product on the market that allows you to connect the Viber and WhatsApp channels to your regular phone number and get unique features:
You can see the mobile numbers of customers who write to you
You can interact with an existing customer base
You can write to customers who have never written to you
There is no need to install additional plug-ins on the operator’s workspace, messages processing in the standard frame for chats, also processed messages can be found in the standard search window for recorded calls. Messenger type (viber, whatsapp and so on) and the unique identifier of the client are transmitted to the operator’s workspace.
The uniqueness of the solution lies in the fact that regardless of what channel the client uses, the message will always come in unified operator’s interface in the Genesys PureConnect according to rules and will write into a single database of interaction history.
Capabilities:
Communicate with customers using WhatsApp, Telegram, Viber, Facebook, Skype and etc
Standard agent workspace Interaction Desktop or Interaction Connect for Genesys PureConnect
Standard chat recording history in Business Manager for Genesys PureConnect
Transfer chats between operators
Standard statistics in Business Manager for Genesys PureConnect
Advantages for Customer and Company:
It takes less time. No need to wait on the line, an asynchronous communication mode
Reduced peak load of contacts, since chat does not require an instant response (which is allowed in a few minutes delay)
Chat is free, especially in roaming
Reduced peak load of contacts, since chat does not require an instant response (which is allowed in a few minutes delay)
Significant reduction in the cost of customer service compared with traditional voice call centers
The context remains in the messengers, ability to continue the correspondence after a while
Confidential (nobody hears what you type)
One agent can serve up to 7 concurrent chats
The benefits and advantages of using:
Customer loyalty enhancement:
More than 80% of clients use social networks and messengers and expect access to the companies through usual channels
Possibility of cutting back the expenses of the clients calling from abroad, while the speed of information exchange is still high
Competitive advantage:
In spite of a high demand for this service, only a small percentage of companies can offer it
Low consumption of hardware resources in comparison with analogues
Controllability:
Standard agent workspace of Genesys PureConnect
Standard reports of Genesys PureConnect
This software solution can increase the number of calls to Your company and, accordingly, increase the number of your customers. In addition, the load on voice communication channels will decrease, and customers will feel that your company has become closer to them!
Solution architecture:
Operator’s workplace:
