Advanced Chat, Proactive Chat, Web Analytics and Collaboration

As a product, Advanced Chat, Proactive Chat, Web Analytics and Collaboration is available in two versions:

Version

Details
V1 Your agents will see one of two experiences: 1) a fully integrated advanced chat without co-browse or file sharing, or 2) a Vergic chat window appearing in a pop-out window in MAX or Salesforce Agent, which includes support for co-browse and file sharing.

V2

Your agents will experience fully integrated Advanced Chat within MAX, which includes support for co-browse and file sharing. Your agents can configure whether or not their co-browse and file sharing sessions display in a pop-out window or within their MAX agent.

The chatbot feature allows you to integrate existing bots or develop new bots that can leverage NICE CXone or third-party AI services. It allows you to generate workflows to provide answers, collect data, or automate common agent tasks, serving as a virtual agent.

The messaging API feature enables you to integrate applications such as Facebook, Twitter, and WhatsApp. It allows you to leverage a common set of services, like bots and AI, and have a common agent experience for chat and messaging.

If you want to enable Advanced Chat, Proactive Chat, Web Analytics and Collaboration, or Advanced Chat only, for your environment, or if you want add features you don't already have to your existing implementation, contact your NICE CXone account representative.

Fully Integrated Advanced Chat

An advanced chat appears to an agent just like a native CXone chat. It's fully integrated into MAX. Agents won't know an advanced chat interaction from a native CXone chat interaction. This version is available in both single contact handling and dynamic delivery environments. With fully integrated Advanced Chat, you can:

  • Exclude specific fields on the site to protect sensitive data.
  • Direct a customer to a new page with site guidance.
  • Highlight a part of the page to draw attention to it with visual guidance.
  • Embed content, optionally with a pop-out.
  • Offer live chat or callback to website visitors.
  • Incorporate web forms and surveys.
  • Use analytics to evaluate customer engagement.
  • Proactively offer live chat to website visitors based on anything from business value to agent availability.
  • Allow website visitors to chat or request a callback from a mobile phone.

Advanced Chat, Proactive Chat, Web Analytics and Collaboration

Depending on whether your agents are using V1 or V2, advanced chats appear in either a Vergic chat window inside a pop-out window in the agent application (V1) or in MAX just like any other chats (V2). Agents may need instruction on using this new interface in MAX. This option is only available if your contact center environment is configured for single channel handling.

If you are using V2, you can update the Tooltip text in the Indicate Studio action to change the text that your agents click on to launch co-browsing.

Advanced Chat, Proactive Chat, Web Analytics and Collaboration includes the features listed for fully-integrated Advanced Chat and these additional features:

  • Contact web session visibility—agents can guide contacts through processes in real-time by viewing their web session.
  • Web guidance (Co-browsing)—a shared agent-assisted web session allows agents can guide contacts through web processes in real-time.
  • Form filling—assist visitor in web form processes. The agent can read data and highlight areas and errors without re-loading or submitting the page.
  • Masking—hide personal information for increased security.
  • Video chat—use the browser’s built-in audio and video call functionality (WebRTC), to allow agents and contacts to chat face to face.
  • Screen sharing—agents can share their screen to provide enhanced context when assisting a contact.
  • File sharing—safely share files between agent and contact. The max files size you can share is 10 MB. File scanning prevents viruses or malicious code from being shared. You can also set file type and size stipulations, along with location of storage.
    • Standard image file types (.png, .jpeg, .bmp, .svg, .tif/.tiff, .gif, .ico, .webp)
    • .pdf
    • .doc
    • .docx
    • .xls
    • .xlsx
    • .ppt