Optimize Staffing

In higher volume settings the ability to balance workload across the chat operation is critical. The Automatic Chat Distribution (ACD) engine allows administrators to route incoming chats based on availability and skill. Automated in-queue messaging provides regular touch points for visitors waiting to be assisted.

Ensure Quality Engagements
In our research with regular internet shoppers, the factors they say are the most important for making a chat interaction successful are agent knowledge and speed. BoldChat Premier includes Adaptive Messaging which powerfully impacts both. This feature intelligently puts the right set of responses in front of the agent exactly when they need it.

Easily Monitor Performance
By virtue of distributing chats automatically through the ACD, administrators get access to powerful SLA analysis and agent productivity reporting not available in other BoldChat editions. Operator level details are also included enabling supervisors to identify training opportunities and reward superlative performance.

Automatic Chat Distribution (ACD)

This load balancing engine quickly passes incoming requests to the most appropriate and available agent. Administrators use a combination of ACD queuing rules, department/agent settings, and folders to ensure that the right personnel in real time.

Adaptive Messaging

Increase speed and accuracy of agent response through a proprietary natural language processing algorithm. Adaptive Messaging ensures that the most appropriate canned response is at the agent's fingertips. Triggered by incoming messages from the visitor, outgoing responses by the agent, and/or targeted keywords highlighted by the agent, adaptive messaging queries, in real time, the entire library of canned responses and presents the agent with the best matches. Adaptive Messaging gets smarter over time because it tracks the chosen message for each query and stores it across the entire account. Every agent's interactions contribute to the feature's ability to 'learn' with every chat.

Advanced Reporting

The reporting engine empowers administrators and supervisors to analyze their implementation from a variety of perspectives including the ability to tie conversions to agents. The scheduler conveniently delivers reports to a folder or to one or more email addresses. Additional reporting templates included with BoldChat Premier are chat answer times broken down by thirty second increments, unanswered times, and chat duration.