When you add 1-TO-ALL IP Agent with integrated Instant Messaging to your Contact Center, your agents have the tools they need to answer the tough calls.  They’re able to instantly see who is available to help – whether that expert is another agent within the Contact Center, a supervisor or manager, or an expert outside the Contact Center.

Now agents are able to immediately provide answers to hard questions from customers.  And, it’s a valuable learning experience for the agent.  The agent gains knowledge and insight into how to answer the hard questions – knowledge that would not have been attainable by merely transferring the call to someone else.  Next time the agent will be able to answer these questions!