- It ties up the agent and they cannot take any phone calls during a chat. So if a slow chatter ties up an agent for 20 minutes, that's 20 minutes that agent cannot take calls. Most agents can easily handle a chat and a phone call at the same time. Our agents miss out on sales commission this way so it's really a big deal to them.
On the upside, the Product Manager of this said
"Thank you for the feedback, I'm the product manager for the email channel in 8x8, we currently doing work on email, where there will be a new UI experience that is due to be released next month, also we are introducing a beta program where you can blend interactions together if you want agents to take email and voice together. "
Chats and Email are both Digital, so let's hope it fixes for you too!
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Ben Fischer
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Original Message:
Sent: 10-27-2023 05:13
From: Joe Konecny
Subject: Anyone using contact center chat?
There are two big problems with chat....
- It ties up the agent and they cannot take any phone calls during a chat. So if a slow chatter ties up an agent for 20 minutes, that's 20 minutes that agent cannot take calls. Most agents can easily handle a chat and a phone call at the same time. Our agents miss out on sales commission this way so it's really a big deal to them.
- The chat system is very basic. You cannot customize much at all. No agent name. No agent picture. No standard text greetings. There are macros that you can make for a greeting but they do not work with any variables such as agent name so you have to set them up for each agent manually and that invites inconsistencies and for large contact centers probably unfeasable.
I would like to tell you we love it but it really doesn't work well. Marketing is looking at a replacement for it now unfortunately. Not sure it will integrate into the contact center. Not sure we want it to. I think it speaks volumes that 8x8 doesn't use their own chat system anywhere on their websites. Maybe the AI chat will work better for you.
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Joe Konecny
Original Message:
Sent: 10-26-2023 14:25
From: Ben Fischer
Subject: Anyone using contact center chat?
Ahhh just the chat, my bad. I'm prelim planning the ICA! (ai chatbot)
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Ben Fischer
Original Message:
Sent: 10-26-2023 14:12
From: Joe Konecny
Subject: Anyone using contact center chat?
I'm not sure what you are asking... as far as deploying the chat system?
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Joe Konecny
Original Message:
Sent: 10-26-2023 13:38
From: Ben Fischer
Subject: Anyone using contact center chat?
We're in early discovery for this now, would you say it was easy, complicated or frustrating to get to customer facing release?
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Ben Fischer
Original Message:
Sent: 10-26-2023 05:38
From: Joe Konecny
Subject: Anyone using contact center chat?
Anyone using contact center chat? ...and if so is your logo in the upper left of the chat window broken. Ours has been broken for a month now and support says they have a fix but it's not released yet. It's customer facing and really makes us look like we don't pay attention to detail on our site. I'm curious if it's just us (which would explain why there is no hurry) or if this is effecting everyone?
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Joe Konecny
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