Integrate Chime V5’s AI-driven deflection methods to improve self-service issue resolution.
Utilize existing Chime V4 queues by connecting them directly to Chime V5’s dynamic pipeline system.
Analyze data with Chime V5’s updated customizable reporting capabilities.
Seamlessly Connect Chime V5 With Chime V4 Queues
Already A Chime V4 Customer?
New Customer?
Keep your Chime V4 Queues In-place, Benefit From Everything In Chime V5
After a quick setup process, you’ll gain access to all of Chime V5’s features while retaining your existing Chime V4 queues (see FAQS on integration).
Our new Chat Pipeline management system allows you to simply connect your existing Chime V4 queues to Chime V5.
New chats will start in Chime V5 then transfer to Chime V4 where specified.
Once the Chime V4 queue has concluded, the chat will return to the Chime V5 pipeline.
Chime V5 Adds AI-Driven Deflection
Leveraging a database of FAQs that we provide, AI recommends the most relevant articles to increase self service deflection rates. Further enhance chat deflection by adding FAQ articles database to cover up gaps in self service.
Use A Provided Pipeline Template Or Build Your Own
Chime V5 comes with a number of finished pipelines that jump-start the transition process. It also includes the tools you need to customize chat structures the way you want.
Use Chime V5 Reporting to Enhance chats Routed to Chime V4
After the Chime V4 chat ends, all session data is sent to Chime V5 for improved reporting.
Use some of our included Chime V4 reports, or add in custom reports on Chime V4 chat sessions
Common Questions
What’s The Setup Process?
Chime V5 Tenants can be quickly created, easily on-boarded, and connect to existing Chime V4 Queues with a single key. Our team will create custom pipelines, get your Chime V4 and V5 queues connected, and answer any questions that come up during in the process
How Is Chime V5 Licensed?
Any customer with an existing Chime V4 license can be provided with a Chime V5 trial free of charge.
How Do Reports Work?
Reports in Chime V5 will track the number of successfully deflected incoming chats. Using this data, reports provided to you will compare the number of questions that reach an agent and the number that are self serviced by AI with FAQ recommendation.
How Do Dashboard Displays Work?
The Chime V5 dashboard gives managers the ability to see on-going chat progression in real time while the Chime V4 Dashboard will continue to display agent availability and ASA.
Can Agents Accept Chats Through Teams?
Yes! You choose how your agents accept chats, be that Teams Client, Chime V5, or Chime V4.
How Will Employees Access The New Queue?
There will be no difference in queue access. Whether you use the Teams client or a web client, the Queue will integrate with existing access methods.