Page 15 - Grand Travel - Demo Prototype-RayD
P. 15
Grand Travel Demo
the interaction into a CRM workflow so that the agent can be stepped through the process of
dealing with a customer, Presenting data and context with the call boosts agent productivity and
results in a better experience for both the customer and the agent.
You can see that the agent as a few options on how to deal with the chat. They can choose to
transfer the chat if they determine that the customer may need to interact with another agent or
be placed in a different queue, for example. Everything the agent needs is available as part of
the MAX interface.
As an agent, I’m going to respond to the customer now. After that, I’ll show you how I can
connect as a Supervisor and monitor the agent’s activity.”
Action: Respond to Customer
Respond to the chat in MAX and show the response in both MAX and the customer chat
window:
Author: Alain Mowad Page 15 of 73
