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inContact Expands Solutions to Support Consumers on Any Mobile Device

By Amanda Ciccatelli, TMCnet Web Editor

A recent survey by inContact and Harris Interactive (News - Alert) that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.

The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.

According to the findings, over half (56 percent) of U.S. adults would be at least somewhat likely to switch to another brand if it offered more options to connect with them. Further, younger consumers aged 18-44 (64 percent) indicated this was true more than their counterparts aged 55 or older (45 percent), showing a shift among the younger consumer base in terms of how they’re making decisions.

This generation of consumers, who are used to lots of information, showed a desire for options that allow for a tailored experience in their interaction with brands, and is demanding more options and availability to handle these interactions however they see fit.

The survey results show that consumers are demanding control of their experience, and companies are at risk of losing customers if they neglect to accommodate customer preferences or adopt evolving channels of communication. Overall, consumers expect more choices and more ways to interact with business today.

The smartest companies are quickly adapting to changing consumer behaviors and needs, extending customer service beyond just phone and e-mail to mobile apps, chat and social media.

inContact, provider of cloud contact center software and contact center agent optimization tools, believes offering a personalized customer service experience is at the forefront of success for brands today. In fact, inContact has expanded its multichannel platform with new device-agnostic mobile solutions.

These new capabilities are a result of inContact’s recent acquisition of the assets and employees of Silicon Valley-based Sierra360 LLC.

“Expanding our mobile offering with both the product IP and expert personnel gained through this acquisition helps us address this growing segment more quickly and extends our leadership in the cloud customer interaction management space,” said Paul Jarman, CEO at inContact.

Today, Sierra360 offers real-time mobile and social customer engagement solutions, with a SaaS (News - Alert) offering for Cloud Contact Centers empowering enterprises to deliver a better customer service experience across both Web and wireless environments. With the addition of Sierra360’s innovative technology, inContact will enable contact centers to support connected consumers on virtually any mobile device.

Highlights of the new mobile solutions include:

• Mobile co-browsing: empowers agents to guide customers side-by-side through complex forms, transactions, account setup or issue resolution
• Mobility Solutions for Customer Engagement: integrated with a mobile website or application, the solution enables customer service agents to real-time chat with customers across mobile devices, tablets and computers

The inContact Mobile suite will be available to inContact customers in late Q2.