The ability to smoothly transition customers from a Web session to a voice channel is one of the largest potential benefits of using eStara's click to call service. Conventional phone calls cause a very disruptive gap in the customer experience, because customers are forced to abandon their Web sessions and literally “start all over again” with a call center agent.

Cross-channel data passing ensures a seamless continuity of experience by transferring information about the customer and the context of their online session directly to the call center at the time of call initiation. The call center software can be configured to display this information directly on the agent's desktop screen, or it can use the incoming data values to trigger lookups into the company’s own databases to retrieve related details (Customer records, purchase history, billing information, etc.)

To learn more, contact your eStara customer service representative today!