OMNICHANNEL PLATFORM
FOR VOICE ONLY CONTACT CENTERS

laptop_digital-engagement-suite


Omnichannel Platform for your Voice Only Contact Centers

WEBTEXT Digital Engagement is an Omnichannel solution ideal for voice only contact centers that want to add support for Messaging (SMS/MMS, FB Messenger etc), Webchat, and Social channels. Using our Digital Engagement platform voice only contact centers can rapidly transform their contact center to offer an omnichannel experience to their customers. An agent can have multiple conversations with people via SMS and MMS, Webchat, and Social (e.g. Facebook Messenger, Twitter DM, etc.) at the same time. The solution is 100% cloud-based and instantly deployable. The solution works with your existing contact center voice service.

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diagram_digital Engagement

Packed with Features

Queue-based Messaging

Messages are delivered into individual and/or team queues to be handled by agents

Chat Transfer

Transfer chats between agents or escalate to a supervisor

Chat Monitoring

Supervisors can view messaging interactions in real-time

Internal Chat

Agent-to-agent and agent-to-supervisor internal chatting system

Private Notes

Supervisors and agents can insert private notes into messaging interactions

Chat Tags

Customized tagging of chats for reporting

Search Function

Retrieve message history

User Management

Edit, add, or delete users, assign to queues, etc.

Reporting

History can be retrieved from Digital Engagement and exported for archival

Cloud

100% cloud solution instantly deployable with no other hardware or software required

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Take a closer look

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Latest News

 SharpenCX Announces Acquisition of Webtext

SharpenCX Announces Acquisition of Webtext

INDIANAPOLIS, Ind. – May 9, 2023 – SharpenCX, an all-in-one unified contact center platform, today announced it has completed the acquisition of Webtext, an omnichannel messaging solution. This acquisition brings Sharpen’s mission to empower exceptional agent and [...]

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