LiveOps, a provider of cloud contact center and customer service solutions, and Drumbi, a provider of visual IVR and mobile customer experience technology, stated that the newly launched Drumbi SmartIVR is loaded with all the necessary features to complement the LiveOps multichannel, cloud contact center platform.
The new solution supposedly blends both the companies’ mobile expertise to enhance customer experience, bring down call volume and minimize handle times. The Drumbi SmartIVR can be deployed by users to leverage LiveOps for mobile customer interactions and seamlessly interact with their mobile customers.
Shervin Talieh, cofounder and CEO at Drumbi, commented, “When we were looking for a partner to help us accelerate deployment of the Drumbi visual IVR to enterprise contact centers, LiveOps was at the top of our list. No one understands the value of empowering the contact center with the right tools like LiveOps. We’re looking forward to a long successful future together.”
LiveOps saw the Drumbi SmartIVR as a chance to up-level the IVR experience for both the mobile customer and the agent. Suboptimal customer experiences are often caused by poorly designed IVR experiences and Drumbi’s API makes it possible to start creating that positive customer experience for mobile users from the very beginning of the engagement.
Drumbi visual IVR’ API is stated to be optimized for mobile Web, SMS, iPhone, Android and Windows mobile. When a call is made, Drumbi will initiate both voice and data sessions to begin gathering customer information and intelligently routing the call to the best agent available on the LiveOps Platform.
Some of the notable features and benefits of Drumbi SmartIVR are: scheduled customer call-back based on contact center availability removes the need for CSRs to make outbound calls and leave voicemails; the calling customer’s location information is also gathered from the mobile’s GPS and it is combined with LiveOps intelligent routing to allot the customer to the best available agent; LiveOps platform’s built-in CRM Lite delivers even more granular information about the customer; and more.