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Conference Presentation
Expanding the Chat Experience Through Enhanced Tools and CRM Integration
With the growing shift toward online support services, there is a major movement toward chat being the preferred communication medium by our customers. To properly support this shift, chat tools need to provide much more functionality that just sending text between customer and user. Providing a tool-rich chat environment and integrating that experience with the CRM tools to capture what was communicated, while also capturing remote session recordings, system information, and file transfers, and having all of that data end up in the case is critical. This is how we did it.
Presented By:
Travis Floyd
Principal Program Manager, Symantec
Publish Date: October 24, 2017
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