Infratel, a provider of contact center solutions for small and mid-size businesses, has launched the MightyCall React and the MightyCall React Mobile for iOS.
With the launch of these two solutions, the company expects that small business teams can now work together efficiently to receive, review and respond to customer requests from anywhere.
“The needs of the small business are not well served by today’s expensive, agent-based cloud contact center solutions,” said David Abramowski, vice president of marketing at Infratel. “MightyCall React aims to disrupt the status quo by putting comprehensive contact center capabilities in the pocket of every small business person.”
According to Forrester’s top trends for customers’ service in 2014, customers now prefer using a wide range of communication channels for customer service. The primary communication channel still remains voice, but self-service channels, chat and email are increasingly being used.
Company officials believe that small businesses can benefit from MightyCall React, as it can enable them to support a variety of technology forward communication channels. Moreover, MightyCall React eliminates the need of dedicated phone agents to handle customers’ requests.
With MightyCall React, it is possible to compile inbound customer requests from the business website, social media sites, including Twitter, common email inboxes and the business phone number into a single, easy to manage activity queue, according to company officials.
The Web interface or the smartphone app can be used to review and manage this activity queue, which enables participating member to timely follow up customer requests and sales opportunities.
In addition to featuring a Web-based interface, MightyCall React comes with MightyCall React Mobile for iOS, a Twitter connector, an integrated “Contact Us” webpage widget, a Wordpress plug-in and a common email drop-box.
It is possible for small business teams to review and respond to customer inquires with the MightyCall React Mobile for iOS. They can review and respond from anywhere. Company officials said that the animated dashboard helps the user prioritize their actions to meet customer expectations.
The MightyCall React comes with a connecter, which can link to a Twitter account. The tweets are automatically turned into actionable tasks, putting Twitter direct messages and mentions in the activity queue. Plus, the integrated “Contact Us” widget of the new offering acts as a bridge between the website and the MightyCall React activity queue, company officials said.
Last year in February, Infratel announced the availability of integrations between the MightyCall platform and the comprehensive suite of Parallels Hosting and Cloud Enablement solutions such as Parallels Plesk Panel, Parallels Automation and Parallels Business Automation Standard.