Contact center solutions specialist mplsystems has launched a new Visual IVR functionality into mobile service applications. The addition of the Visual IVR capability enables customers to have greater access to contact centers through their mobile apps, and provides organizations with a fast, simple and cost-effective means of streamlining their customer service interactions by linking the apps directly to core business processes and thereby offer support through integral features such as call back.
Paul White, CEO, mplsystems, said, “Whenever organizations ask people what they can do to improve customer service, the answers are always the same – get rid of frustrating IVR menus, and stop putting me on hold. Given the sheer volume of customer frustration around these two issues, it’s surprising that so many organizations allow these problems to continue.”
mplsystems-enabled Visual IVR app, unlike traditional IVR systems allows customers to navigate within seconds to their chosen service destination and choose whether to progress using self-service channels, or request a call back.
The goal is to enable organizations to handle increasingly complex service processes, reduce their reliance on inflexible IVR channels, and optimize the use of their existing contact resources more effectively. It will allow agents to process complex omni-channel interactions rapidly and easily with the integration of the company’s intelligentDesktop agent, which offers a single view of customer activities.
White added, “With our new Visual IVR solution we’re addressing these critical customer service concerns head on by switching the focus from B2C to C2B, and enabling organizations to provide their customers with a new generation of mobile apps that integrate with existing service channels to effectively sidestep traditional contact centre delays. Using Visual IVR can help organizations direct a greater proportion of their interactions through self-service channels, freeing up valuable agent time to handle more complex or escalated interactions.”
mplsystems’ multi-channel contact center enables organizations to achieve more integrated processes, faster deployment and reduce IT costs significantly. IVR enables a computer to interact with humans through the use of voice and Dual-Tone Multi-Frequency (DTMF) keypad inputs, helps to respond with pre-recorded or dynamically generated audio to further direct users on how to proceed, and are deployed in the network to handle large call volumes.
Multi-channel interactions are increasingly mandatory for contact centers seeking to improve the quality of customer experiences as well as increase the efficiency and effectiveness of contact center agents and visual IVR is emerging as an important consideration in such solutions.