Service customers more efficiently with sophisticated live chat, voice, video and cobrowsing, all delivered into MiCC and Ignite
Talkative helps you provide exceptional online customer service, while leveraging your existing contact centre workflows.
The only pure-play live chat solution to offer native integration into the MiContact Centre (MiCC) platforms.
Get the features of a pure-play chat solution, with all the benefits of a fully integrated omni-channel contact centre. Chats are queued and routed by MiCC and handled by agents in Web Ignite.
Web calling lets your website visitors place a call into your phone systems using their browser. Offer a convenient free call to boost leads, or escalate from chat into a call for a seamless service experience.
Talkative's web calling allows your customers to call you from within your website/app with just one click. No plugins, sign-ins or downloads are required, as web calls enter your existing Mitel telephony infrastructure.
Web call backs help you drive more calls from sales focused web pages. The call back feature dials your agent first, then dials the customer when the agent is ready.
Web call back requests are added to the queue and can be picked up or assigned to different departments and agents efficiently. The customers data is logged within the system for speedy call backs.
Securely view how your customer is interacting with your website in real time. Annotate and assist their session to reduce call times and provide an unparalleled digital service experience.
Use cobrowsing with your customers to see, understand and solve their problems in real time. Join customers as they navigate through your website and get an accurate render of the customer's view.
Use video to provide in-depth support to customers face to face, as if you were in person, within your contact centre environment.
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 are required and you can engage in a one or two way video call with your customer.
How do agents receive video calls?
Video is accessed by the Talkative browser-based console. MiCC automatically screenpops the video console on receiving the voice element of the call.
How do agents receive web calls?
Web calls are answered by agents in the same way as normal inbound calls. The Talkative webcall is received by the MBG as a SIP call, then routed through the MCD to a queue or an agent extension. Existing call recording and routing can be used. Webcalls are reported on as normal inbound calls.
How does Talkative's licencing work?
The Talkative solution is licensed on a per-concurrent agent basis. The cloud hosted service is charged on an annually recurring subscription model. Please contact us for exact pricing and on-premise deployment options. Professional Services are available.
Which Mitel licences do I need?
You will need the right number of MultiMedia agent licences to access Talkative within Ignite.