Flexible role-based access
Monitor chat sessions and provide access to live chats using groups and roles. Supervisors can instantly assign a customer enquiry to the right agent.
ChatDesk (OmniChannel)
All communication
channels in a
single message inbox
BRIX ChatDesk is a platform for managing communication across multiple channels for an exceptional customer experience
Omnichannel platform
All communications are easily managed in one place. Customers contact with you through any channel they like while your agents receive the messages in one unified inbox. Incoming messages can be classified by subject and routed to the team who can help the customer best.
Be available whenever your
customer needs youThe interface allows you to chat with the customer on the customer’s page, ticket or any related app. Send automatic notifications to your customer’s preferred messenger directly from a business process.
Optimize email communication
Set up a unified inbox for your emails so that your agents receive the messages from all the channels in the same window. They can reply to the emails straight away without switching tabs, and the entire history of communication is conveniently saved. You can automatically convert the incoming emails into tickets using the ChatDesk interface.
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Reporting and analytics
Increase communication efficiency
Get an instant overview of your ChatDesk performance with prebuilt reports. You can monitor the productivity of separate live chats, find bottlenecks in your customer service operations, and act on them right away.
Monitor customer enquiries
Customizable diagrams show you how the workload is being handled: how many requests are being processed at the moment, what are the most common issues, and which customers contact you the most.
Metrics to control team efficiency
Monitor response and resolution time, and other SLA metrics to evaluate the quality of work done by your support team.
Contact Center solution
With our prebuilt CRM solution, you have control over all communication with your customers including
voice calls via IP telephony. Identify the customer by their phone number, review the history of
communication during the call, and monitor the quality of conversations with call recordings.
Customer’s profile
Gather all customer data in one place
The history of all your interactions with the customer is stored on one page. You can group the data by subject or by communication channel to better understand the customer's business needs.
Personalize customer experience
Fill out customer profiles, and classify their characteristics and activity to provide personalized offers for an outstanding customer experience.
Customer’s profile
Create a communication environment for your customers and engage them in your internal processes
Set up one or several pages that will be available both to your team and to the external users.
Use preset widgets and portal templates, or create your own with our intuitive built-in editor.
Preset chat for external portal
Incorporate live chat interface into your customer portal, and customize it for your needs. Set up auto replies to stay connected with the customers even when the queue is large. Store all the history in a single window.
Easy ticket management
Use preset forms and workflows for managing customer enquiries. Prioritize and route your tickets effortlessly, and track progress on each one of them.
