Overview
Offer a seamless chat→voice handoff with screen-pop of transcript and customer details.
Problem
Agents re-ask verification and history, frustrating customers and increasing handle time.
Solution
VoiceLink pairs with LiveConnect to launch a call or schedule a callback, passing chat transcript, customer profile, and case ID to the call screen.
How it works
Enable “Escalate to call” in chat, pre-fill caller info, and auto-attach the call to the open ticket. Post-call, the recording and transcript link back into the chat thread.
Who is this for
Support Manager
CX Operations
Expected outcomes
- Reduced repeat questions and transfers
- Higher FCR on escalated interactions
Key metrics
AHT on escalations
Baseline
780 seconds
Target
540 seconds
FCR (escalated)
Baseline
62 %
Target
78 %
Gallery
Downloads & templates
Case studies
RetailX boosts FCR by 21 pts
Chat→voice with context lifted first-call resolution.
Retail SMB EU
Security impact
- Chat transcript, call metadata, ticket linkage · PII: yes (contact identifiers)
Compliance
- GDPR (lawful basis & minimization)
- SOC2 (change/access controls)
Availability & next steps
Team
Business
Enterprise