It can send audio, video and graphics files, creating a tool for successful customer relationship management. Interact Small Business enables call centers with one or two agents to conduct text chat sessions and view the same Web pages as customers. Agents can also push Web pages and links to customers and they can request assistance during chat sessions by conferencing in colleagues or supervisors. Agents use Interact Small Business to view e-mail messages, text chat sessions and lists of Web pages. During chat sessions, agents can select prepared responses that they can send to the chat window from a list on the right side of the screen.
Agents can send audio, video or, as shown here, graphics files to customers during chat sessions.
Interact Small Business lets agents preview each type of file from a window on the lower left corner of the screen. Agents can view the names of their available co-workers and supervisors from a window in the lower right corner of the screen. Agents can click on their names to request participation in text chat sessions or to transfer customers to other agents.