Interaction Web Tools

Interaction Web Tools enable CIC agents to interact with visitors to your company's website or use chat functionality to communicate with other CIC agents. These tools enable handlers to send and receive information from Web pages and make it possible to register and authenticate customers against the Interaction Tracker database.

Interaction Web Tools support the following CIC client features:

• Web Chat: An agent can engage in text-based, one-on-one communication online with a customer or create a chat conference between multiple agents and a customer.

• Intercom Chat: An agent can chat online with fellow employees or a group of fellow employees.

• Callback: Your customers can visit your website and request that an agent call them back. The request is routed to the appropriate agent.

• Response Management: Agents can use Response Management during a Chat to send pre-defined messages, URLs, or files to a customer. An agent can also use Response Management for guidance in answering a customer’s questions during a call made as a result of a callback request.

The Interaction Web Tools are available in the IC_WebServicesChat share on the CIC server following the CIC server installation.

For licensing, requirements, and instruction on using the Interaction Web Tools, see the Interaction Web Tools Technical Reference in the PureConnect Documentation Library.