Digital features provide agents with a customer support interface that centralizes in-app messaging, SMS, social media, email, and web chat messages to ensure operational efficiency, message traceability, and large-scale processing of all digital interactions. The interface provides two digital operational modes via the left nav bar: My messages and All messages. These two operational modes are what agents and supervisors use to manage customer messages or cases. We will take a closer look at these two operational modes later on.
The integration of digital features with voice features helps agents in multi-tasking. For example, if an agent receives a call from a customer who wants to follow-up on an email, that agent can access the customer’s message via All messages view while engaged on that call. In addition, if an agent doesn't have calls and the voice queue is empty, the agent can easily switch to customer messages.