A premium Flex Add-On created by VPS to unify your agent communication within one application.
Agents are expected to deliver information readily and accurately. They shouldn’t be forced to transfer or access another system to get the context they need from another agent. Internal Chat for Twilio Flex gives your Agents all the collaboration of an instant messaging application, right in their Flex console to deliver faster results for your customers.
Improve Resolution Time
Speed up your contact center experience for your customers while minimizing disruptions. Reduce hold time and get customers the answers they need without having to transfer to another agent or supervisor.
It’s complicated and inefficient for agents to maintain and look up different data sources to best serve your customers. With Internal Chat for Flex, internal and external conversation history, customer data, and contact center tools are consolidated into one application.
Visit Vision Point Systems for more information!
Keep your agent communications contained all within one application to prevent data leakage and guarantee compliance needs are met.
Internal Chat for Twilio Flex provides a robust agent experience for text conversations, so that they have the capability to use reactions, emojis, notifications, history, and group messaging. You can even escalate the chat to an internal video room.
Some conversations call for more than just text. Agents can create ad-hoc 1:1 or conference video meetings in seconds with other agents. This also gives your supervisors tools for training and coaching the entire agent workforce.