Contact Centre Integration

Take your customer service to new heights by embedding voice, video, live web chat and cobrowsing directly into your website

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Web chat, WebRTC calling and cobrowsing for your contact centre

Contact centres are evolving. They are now expected to go beyond standard PSTN calls, and embrace new technology. Live web chat, web calling, video calling and cobrowsing are all a part of this new technology, and ones that your customers are demanding at an ever growing rate.

The Talkative software will integrate seamlessly into your new or existing contact centre platform as well as your CRM, including Mitel and Salesforce. This will enable you to save all conversations and attribute them to one of your customer accounts.

Convert more leads into sales, and take your customer service to new heights

About Talkative's contact centre integration

Our powerful software can help you to maximise the impact of every single customer interaction, and convert more website traffic into customers, in a way that is scalable and doesn’t stretch your resources any further.

Any of Talkative’s products will integrate seamlessly, whether you have your own call and contact centre, or operate a contact centre that fulfills chats and calls for a number of different clients.

Talkative’s innovative solutions will help you to engage with website visitors, route enquiries to the right agents, queue the interactions based upon set criteria, and allow you save all the chat/call data straight into any existing systems.

Combined, the Talkative offering will not only help you to boost your website conversion rates, but also allow you offer an unparalleled level of human-to-human connect that your customers are craving.

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Solution Capability

Live Web Chat - Sophisticated live chat integrated into your contact centre. Data capture messages, canned messages, customer authentication, API/CRM integration and social media messaging capabilities (Facebook Messenger)

Web Calling - Web (voice) calling allows your customers to call you from within your website/app with 1 click. No plugins, sign-ins or downloads. Voice calls enter your new or existing infrastructure

Video Calling - WebRTC based video calling allows your customers to start video calls into your contact centre from within your website or app. No plugins, sign-ins or downloads required

Cobrowsing - Cobrowse with your customers to see, understand and solve their problems in real time. Join existing sessions and get an accurate render of the customer's view

Seamless integration

  • Assign Talkative interaction capabilities to agents
  • Seamless integration with analytics tools
  • Can handle multiple clients simultaneously
  • Detailed interaction logs kept for all interactions
  • Escalate live web chat into a call within the same session
  • Ability to pass data straight into your existing CRM
  • Works on any modern browser and device (including mobile and tablet)
Learn about CRM and Salesforce integrations

Contact centre integration FAQs

What reporting features does Talkative offer?

Talkative’s solution will integrate with your existing analytics tools including Google Analytics. It also independently tracks data such as; interactions by agent & queue, call volume & length, tag usage, session generation and customer journey to give you a detailed understanding of how well the solution is being used.

How does the queuing and routing work?

Agents can be assigned to specific user groups (i.e. department or speciality). Talkative’s queuing system assigns various website enquiries to different agent groups depending on the enquiry. These queues can be automatically or manually managed and business hours can be set.

Can the solution handle multiple concurrent chats?

Yes. Talkative works with a number of existing call and contact centres who handle enquiries for multiple clients. Our system will allow you to potentially offer different levels of support for each of your clients depending on your agreement with them, and integrate with their individual systems.

What technologies does Talkative integrate with?

The Talkative solution is able to integrate with a wide range of technologies. This includes telephony technology, and suppliers. It will also integrate with your existing CRM system and your current analytics/reporting tools, such as Google Analytics.

Ready to elevate your contact centre to the next level?   Learn more today