NICE has unveiled NICE Mobile Reach (MR) solution, which the company claims is the industry’s only comprehensive offering for assisted customer service over smartphones and tablets.
Officials with NICE said that Mobile Reach allows enterprises to help mobile customers choose the best channel for completing their transaction, enables a seamless and effective transition with context to other channels when necessary, and facilitates multimedia communication between customers and agents during interactions.
Company officials claimed that this offering will create a differentiated customer experience, helping to achieve greater loyalty, higher revenue and lower service costs.
“NICE Mobile Reach analyzes, in real time, a multitude of data sources from the mobile device and enterprise systems and then recommends for the customer the most suitable channel to continue the interaction when they need assistance,” said Udi Ziv (News - Alert), president NICE Enterprise Group, in a statement.
“If the customer decides to speak with a contact center agent, the solution seamlessly connects them with the appropriate representative while bypassing the IVR, and transferring the customer’s intent and context to appear on the agent’s desktop just before the conversation begins, enabling a great, personalized customer experience for the customer while reducing the call handle time of the agent,” said Ziv.
According to company officials, as the customer and agent converse over the phone, multimedia collaboration tools such as text chat, image exchange, and document transfer will be available for both parties, making the interaction effective, increasing conversion rate, and driving quick and complete resolution on first contact.
Michael Maoz, research vice president and distinguished analyst of Gartner (News - Alert) said that the mobile channel is emerging as the consumer’s primary choice for all possible service activity with service providers.
Maoz said that the use of the mobile channel will accelerate once customers realize that their needs will always be met through this touch point.
“Complementing mobile self-service with assisted-service is a natural and required evolution of the mobile channel. By adding these capabilities to their existing mobile self-service offering, industries such as banking, travel, telecommunications and retail are able for the first time to provide their customers with a true hybrid service channel that leverages smart mobile devices,” he added.
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