Overview

Interaction Web Tools enables Customer Interaction Center (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 webpages and make it possible to register and authenticate website visitors against the Interaction Tracker database.

Interaction Web Tools supports the following CIC client features:

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

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

• Callback: Individuals can visit your website and request that an agent or member of a workgroup call them back. CIC routes the request to the appropriate agent or workgroup.

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

• e-FAQ: e-FAQ is a centrally managed database of Frequently Asked Questions and responses. If your company has the e-FAQ knowledge management program and your agents have the appropriate user rights, agents can use e-FAQ to chat to respond to requests for information.

Note:
To use web chat or callback, Interaction Web Tools requires a web server. Intercom chat, Response Management, and e-FAQ do not require a web server.