Enhanced web chat with AI, real-time translation, PCI compliance and more
Cobrowse and screenshare to increase first contact resolution
Meet customers virtually with video chat embedded into your website
Social media messaging integrations (coming Nov 2020)
Bring chat, video and cobrowse into Web Ignite to create a single pane of glass for agents
Unify reporting within Mitel to understand and manage all contact channels
Create blended, dynamic agent workloads with real-time intelligence
Identify returning customers with case history and interaction history for a holistic view of the customer
See the customer journey and see authentication details and session context, e.g. account ID or basket contents
Lookup customer data and integrate into existing CRM systems
Understand user behaviour and uncover trends with Google Analytics integration
Highly configurable interface to suit your brand and website goals
Create rules to trigger appropriate contact at the right time
Deploy easily via copy/paste code or Google Tag Manager
Dedicated technical team for seamless deployments
Embed into your native iOS/Android mobile app
Handle multiple chats side-by-side for efficient contact handling
Preview the customer's message
Real-time translation into 100+ languages
See the customer's journey and current page
Leverage canned messages and in-queue messaging
Identify returning website visitors and block nuisance chatters
Escalate to cobrowse, voice, video or screenshare
Simple & fast deployment - get up and running in hours
Build out decision trees to automate and triage basic questions
Hand-off to a live agent queue in Mitel when rules are met
A 24/7 service option that learns over time
Escalate from chat or go straight into voice & video calling
Go full screen, 1 or 2-way video, flip cameras
Works on all devices including smartphones
No plugins, downloads, popups or apps required
Global low-latency architecture, HD-quality video
Record video chat sessions for compliance
Securely view how your customer is interacting with your website in real time
Annotate and assist the customer's session to reduce call times and provide an unparalleled digital service experience
Mask out sensitive elements and keep an audit trail to keep your website compliant
Use screenshare to diagnose and solve issues, or share local files and applications
Use the world's number 1 messaging platform to reach 2 billion users
Seamless integration with conversations managed as chat interactions
Supports messages, emojis, images
Configure welcome messages and business hours settings
Handle multiple sessions simultaneously
Does this mean two sets of reports?
The beauty of the MiCC integration is that Talkative interactions are reported on within MiCC, i.e. Web Ignite and Contact Centre Client.
How do agents receive video chats?
Video chats are answered by agents in the same way as normal inbound chats and calls. The Talkative video chat is routed through MiCC to a queue as an ACD interaction.
How does Talkative's licencing work?
The Talkative solution is licensed on a per-concurrent agent basis. Please contact us or your Mitel channel partner for pricing and deployment instructions.
Which Mitel licences do I need?
You will need to be on MiCCB 9.0 or higher, plus agents will need Multimedia licences to enable the Open Media API.