What Is a Chat Server?
A chat server is an application that manages and maintains real-time chat communication. It receives and sends chat messages. In the contact center, chat servers enable agents to use webchat to engage with customers. Contact centers may also use chatbots to facilitate self-service options. Popular contact center platforms often offer chat server functionality. XMPP and IRC are common chat server protocols.
Benefits of Chat Servers in Contact Centers
Chat servers in contact center software offer several benefits:
Ability to chat with customers via web or apps
Self-service option via chatbots or agents
Improved omnichannel support experience
![chat server](/sites/default/files/styles/responsive_max/public/2024-05/chat_server.webp?itok=GgpnsIYt)