01/19/18 20:49 PM  

RingCentral Contact Center Co-Browse and Advanced Chat and Proactive Chat

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SummaryOptional Capability to Co-browse and Advanced Chat and Proactive Chat Overview
Details
With release 17.2 RingCentral Contact Center provides an optional enhanced Chat and Co-browse capability set.  This capability is optional and there are charges for this capability above and beyond what is available in our existing product bundles.

Contact your RingCentral representative for more information on this new capability.

RingCentral Contact Center Co-Browse
RingCentral Contact Center Advanced Chat
RingCentral Contact Center Proactive Chat

RingCentral Contact Center Co-Browse

RingCentral Contact Center Co-browse will allow agents to simultaneously browse and collaborate with customers on any channel. Using a unique a co-browsing code, the customer will be able to co-browse with the agent.  

Key product features and components include:
 
Dynamic contextual content sharing—text, documents
Site guidance—directing a customer to a new page
Visual guidance—highlighting a part of the page to draw the customer’s attention
• No installation required at either end
• "White list" fields can be used to protect sensitive customer data and enhance security

RingCentral Contact Center Advanced Chat

RingCentral Contact Center Advanced Chat will integrate the MAX agent application with customized and automated web content, such as banners, vouchers, special offers, and dialogue boxes, that behave as an embedded part of your company's site.

Key product features and components include:

Embedded content—no pop-up or pop-out
Mobile APIs—click to chat or request a callback from a mobile device
Live Help Dialog—offer a live chat or callback • Web forms and surveys
Content sharing—text, documents
Site guidance—directing a customer to a new page
Visual guidance—highlighting a part of the page to draw the customer’s attention
• Works with RingCentral Contact Center multi-chat and omni-channel contact handling
• "White list" fields can be used to protect sensitive customer data and enhance security

RingCentral Contact Center Proactive Chat

RingCentral Contact Center Proactive Chat This add-on feature will provide advanced web analytics and a sophisticated rules-based engine to selectively offer live help to visitors based on anything from business value to agent availability and to track when customers are offered live help. Triggers for live help may be based on factors such as time on the site, browsing patterns, scoring, or agent availability.

Key product features and components include:

Pre-deployment web analytics—help to analyze web visitors to identify hot maps, high value customers, and target browsing patterns
Profiling—scoring individual visitors and their online behavior
Intelligent Rules Engine – develop a robust set of rules to help streamline the customer chat experience
Post-Deployment Web Analytics—measure and evaluate customer engagement performance post-engagement
Ranking
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