Contact Center Solutions Featured Article

Contact Solutions Launches New Mobile Customer Care Solution

October 08, 2013

The rising adoption of mobile devices has changed customer expectations. In fact, a recent survey conducted by Contact Solutions, a provider of cloud-based contact center solutions, survey on mobile users and customer care revealed the growing importance of mobile customer service options. Contact Solutions recently launched the My:Time mobile customer care solution for enterprises.

The increased reliance on mobile has made a demographic and cultural shift toward customer self-service, Contact Solutions said. According to the survey, 92 percent of consumers were in need of mobile customer service options.

My:Time is designed to address these requirements from mobile customers. Enterprises benefit as they can deliver improved customer service across multiple channels.

According to Michael Boustridge, CEO of Contact Solutions, My:Time puts customers in control of the interaction and allows them to connect seamlessly to a contact center when, where and how they want.  

The solution leverages mobile devices to meet these consumer demands while driving down expensive operations and telecom costs for the enterprise, the company said.

The service features a cloud-based mobile platform, agent desktop portal and mobile apps for iOS and Android (News - Alert). Customers can start customer service interaction, stop if they get interrupted and resume at their convenience.

The mobile customer service solution is especially beneficial as it eliminates the frustration associated with typical customer service interactions. Customers are often required to wait on hold and stay engaged for the entire service interaction.

Since the app allows a seamless transition between self-service and contact center agents without having to leave the app, it does not require them to re-authenticate or repeat personal information.

The Boston Globe implemented My:Time to provide customers with a time-saving, convenient way to interact with its organization while also providing agents with actionable data from across channels.

With its ability to support a seamless transition from self-service app to live agent, the solution significantly improve services such as mobile banking and mobile care. It also supports several customer interactions in segments like healthcare, retail and travel.


Edited by Rachel Ramsey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014

New TSYS Contact Center to Open in Georgia

Columbus, Georgia-based credit card and payment processor TSYS has announced they are making preparations to open a new contact center in McDonough, Georgia. The new contact center, located near Atlanta, is expected to open positions for up to 450 employees. [ Read More ]
09/17/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!