Live Agent
Connect with customers in the right places at all the right times.
Streamline the customer journey across channels.
Customers want seamless transitions from channel to channel when they communicate with you. Live Agents allow customers to have a single, fluid conversation with your brand, no matter who they talk to and what tool they use. You can deliver a consistent customer experience across all channels—web, mobile apps or through a messenger platform.
What is Live Agent?
Live Agent is a digital customer experience solution that helps your agents deliver personalized assistance at critical moments using a single interface across your web and app infrastructure to route communications. Paired with Verizon Virtual Agent, it provides a one-click connection to human agents via chat, voice or video.
How does Live Agent work?
Live Agent, delivered via software as a service, uses web real-time communications - on your website, mobile app or popular messaging apps -to enable your agents to engage with customers over chat, voice, and one or two-way video conversations via the internet. Integrate it with the agent desktop or use stand-alone.
Features & benefits
Live Agent lets you engage customers in real time, across multiple channels that are delivered within your agent desktop:
- In-context data transfer. Pass along data so customers don’t need to retell their story
- In-app engagement. No need for agents to jump programs to connect with customers
- Orchestrated agent availability. Configure your system to identify priority customers
- Intelligent escalation. Avoid consumer roadblocks by servicing at the right time