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New IVR Cross-Channel Option Available

New IVR Cross-Channel Option Available

August 17, 2015
By TMCnet Staff

Zappix is extending the definition of the typical IVR system for customer service with self-service features that allow customers to resolve their own problems while on hold — or in lieu of calling a customer service number in the first place.


The idea of course is to reduce support ticket volumes and cost, and to free up agents for higher-value interactions. Plus, it may just make customers happier. The company’s research shows that 72 percent of customers prefer self-service options for resolving support issues, beating out picking up the phone or sending an email.

“Today’s customers prefer to help themselves as they have become more tech-savvy and less patient when it comes to receiving customer support,” said Zappix Chairman Avner Schneur. “Whenever possible, customers want to buy products and handle issues without agent intervention. That’s why we built our Visual IVR self-service platform; so that companies can provide a self-help option in the context of a customer service interaction.”

The Omni Channel technology, part of the Zappix Visual IVR platform, integrates voice and non-voice visual content with customer service channels that include phone (voice), Web, mobile online forms and multimedia/video resources.

The cloud platform allows companies like insurance companies, utility companies, banks, broadband and mobile service providers, retailers, airlines and government agencies to offer interactive access to the topics they choose, from whichever channel they choose. Consequently, companies gain greater automation and the ability to offer around-the-clock accessibility and enhanced mobile/Web convenience.

“It all comes down to providing companies and their customers fast, easy and secure access to customer service resolution via cross-platform assistance options that are both live and automated,” said Zappix Vice President of Marketing, Gal Steinberg. “The Zappix Visual IVR solution is able to deliver such self-service resolutions at little cost and with no IT involvement thanks to a robust, mobile smartphone app that works with Android (News - Alert), iPhone and Web platforms.”





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