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Collaboration for contact centers

+4 votes
asked Nov 22, 2016 in Voice and video calling by Adrian34 (Archer) 1,246 views
Can Hubgets be implemented in contact centers, for agents to speak with the customer and the supervisor at the same time?

1 Answer

0 votes
answered Nov 22, 2016 by DianaS [Hubgets]

Hello Adrian,

Hubgets can be deployed in a contact centre environment and it is up to the management what flows of communication they would like to enforce on the application.

The Hubgets Page chat can be used to bridge the gap between the customer and the agent (representing the business). The agent can communicate simultaneously with the customer and with team members to make sure he/she answers questions in a timely and accurate manner.
Furthermore, agents can collaborate internally, using Topics, direct messaging, voice and video calling, so that knowledge can be transferred easily in the contact centre. The availability function displays all available agents, while the Mass Message function can help with immediate info dispatch to all stakeholders.

Agents onboarding is also extremely simple with Hubgets, as they would not need to go through trainings and long meetings, but simply read the content generated on Topics and bring themselves up to speed in no time. There is an interesting article we wrote about this on our blog: 
Hubgets Search Finds All the Needles in the Haystack

Hope this helps!