Fenero Contact Center integrates email and chat support transparently within its ecosystem. Users can setup email and chat accounts to monitor for all incoming mail or live chat messages and route each new interaction to the next available agent.
Within Fenero Contact Center, you can specify an unlimited number of email accounts to monitor for incoming mail. All popular email services are supported, included Microsoft Exchange, Hotmail, Gmail, Yahoo, and others.
Inbound Email Queues
During a configurable interval, Fenero Contact Center automatically checks all monitored email accounts for new mail and downloads them into an email queue. Once an email has arrived in a queue, it is routed to the next available agent in the same manner as a phone call.
Search Email Contact History
Fenero Contact Center tracks every incoming email as well as correspondences between agents and contacts. Its email history search feature allows you to view the details of all incoming messages and any responses made by your agents.
Email Detail Reports
Standard contact center metrics, such as average handle time, email response time, and average speed of answer are all available with the email detail reports available within Fenero Contact Center’s reporting application.
Fenero Contact Center supports blended live customer chat queues that enables you to deliver web-based chat support for your customers.
Unlimited Customer Chat Queues
There are no limits on the number of live chat queues you can create. Each queue can have its own settings, such as company logo, queue name and title shown to visitors, pre-chat surveys, and much more. This allows you to represent any required brand image on a per-queue basis.
Unlimited Agent Operators
Unlike other options available in the market, there are no limits or licensing fees based the number of agent operators in your chat queues. Create as many as you would like without concern for paying individual user licenses.
Pre-chat surveys allow you to control whether visitors are taken directly into the queue after clicking on a Chat Now button or if they should fill out a pre-chat survey. You can also control the fields that appear in the pre-chat survey such as the visitor’s name, email address, etc.
Prevent Bothersome Bots
A CAPTCHA (Completely Automated Public Turing Test To Tell Computers and Humans Apart) “is a program that protects websites against bots by generating and grading tests that humans can pass but current computer programs cannot”. Fenero Contact Center allows you to specify whether visitors are required to enter a valid CAPTCHA before being sent to the queue.
Dynamic and Customizable Buttons
Fenero Contact Center provides you with the code required to simply copy and paste to your website. You may provide any valid URL path to an image you would like to display as your Chat Now button, and generate a dynamic button for use.
Pre-defined messages lets you setup a list of common responses for your customer service agents. You simply enter any pre-defined verbiage you would like to allow agents to select from and add it to a list of canned messages.
While CAPTCHA is great for combating automated systems, it isn’t too great at combating humans. Our Banned Visitors feature allows you to block certain visitors from chatting with your agents, such as known prank visitors or individuals who have shown a history of harassment.
And Much More!
We are always updating the email and chat capabilities in Fenero Contact Center. Check out our blog frequently to learn more about new updates.