MaxChat Routing and Queuing

MaxChat Routing and Queuing

MaxChat enhances Phone System, Teams and Skype for Business with automated web chat routing queuing.  Our simple yet powerful interface gives your agents the tools and information they need to engage, support and convert your website visitors.  MaxChat helps to improve customer satisfaction and lower your cost-per-interaction by getting customers’ questions answered faster and helping deflect unnecessary phone and ticket volume.

MaxChat Solution Overview

	The MaxChat Intelligent Routing engine enables chat request to be routed to agents based on such attributes as skill set, ranking, language, department, product – improving efficiency and optimizing customer service.
	Complete omni-channel capabilities include mobile-optimized chat, SMS-to-Chat, Tweet-to-Chat, Facebook Messenger, and more to ensure that your customers can communicate with you from their preferred platform or device.
	MaxChat improves agent productivity with support for multiple concurrent chats, response templates and chat sneak peak – facilitating faster response times with less effort.
	Support for multiple chat widgets enables users to set up different chat widgets for different departments, websites, and languages providing more targeted and efficient service to your visitors.
	MaxChat also collects comprehensive visitor information, allowing your agents to discover potential useful information about your website visitors, such as location, local time, current webpage, entry page, OS and browser, and more.
	MaxChat comes with robust out-of-the-box reporting, including Capacity Reporting to optimize staffing and Agent Analytics to enable supervisors to monitor and manage agent and workgroup performance.
	Implement MaxChat on any website with a simple code snippet. No downloads are required for agent setup and no programming experience is needed to administer the system.
	In addition to the MaxChat platform, we provide complete implementation and training services, including agent and administrator training, along with regularly scheduled success reviews to ensure you achieve your goals.