Mavenir Makes Mobility Priority with CCaaS Enhancements

Providing customer service in the coronavirus era is a distinctly mobile enterprise. Companies had no choice but to mobilize, moving from the office setting home. And for contact center solution providers, innovation is auguring success for businesses attempting to maintain above board customer engagement.

 Mavenir announced new features its CCaaS solution, Mobile Business Contact, to address the mobility requirements of the contact.

The cloud hosted, CCaaS solution touts CRM integration, user friendly dashboard and robust omnichannel communications. New additions to platform include flexible call routing to support business admin specified routing protocols; computerless experts and agent accessible through special campaign phone numbers; and in offline campaign mode, managers can customize calling campaigns.

“Today, more than ever, businesses need innovative solutions to provide business continuity,” said Guillaume Le Mener, SVP Business Mobility, Mavenir. “Mavenir’s Mobile Business Contact provides a full featured, cloud-based customer engagement solution that combines agent mobility capabilities with extensive reporting and analytics to allow businesses to future proof their investment—fully covering today’s needs, anticipating exceptional circumstances—and provide immediate access to their expert employees, which, in many cases will not be sitting in a contact centre office.”

People and processes paired with the proper technology propel leading contact centers. The WFH world presented obstacles, but opportunity as well. Those firms embracing this anywhere, anytime working world will see through to sunny days long beyond COVID-19.

Is your contact center mobile?

Edited by Maurice Nagle