“With more than 100 million smartphone users in the US and about 19% owning tablets, customers are demanding more efficient ways to use their mobile devices for business transactions,” said Haque Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence. “We developed Interaction Mobiliser to do just that: empower companies to more quickly deploy transactional mobile apps that give customers a unified customer service experience.”
The solution is designed to enable organisations to offer self-service applications to customers using iPhones, Android phones, Windows phones and the organisation’s Facebook site.
Interaction Mobiliser is also designed to make development and deployment of mobile applications easier by specifying them in a device-independent, high-level language that can be pushed out to all supported mobile devices and social media sites.
The solution also allows the customer to request a call-back from a service representative and be updated periodically as to when the call-back will occur. Future versions will support chat, text messaging, and video.
Interaction Mobiliser helps to enable organisations to brand their own mobile applications then publish them on the appropriate app store (e.g. Android, Apple, Google, Microsoft, etc.), or offer them from their corporate website for users to download.
Customers can log on using their Facebook ID, or using company-supplied credentials.
The software also allows customers to transition from a mobile self-service interaction to a web callback, click-to-call, or text chat. Contextual information — such as the customer’s name, what device they were using, the forms or products they were reviewing and even GPS coordinates — are transferred to the agent. These interactions can be queued and routed based on agent skill, and information is popped onto the agent’s computer screen when the customer is connected.
“Driven by the opportunity to lower costs and expand customer choice, an increasing number of companies are offering self-service applications via mobile devices,” said Richard Snow, vice president and research director at Ventana Research. “However, we estimate that nearly two-thirds of customers engaging in self-service end up requiring interaction with a contact center agent. As a result, successful mobile customer service solutions must seamlessly link the self-service experience with live assistance.”
It also is designed to provide integration to back-end corporate systems, as well the ability to access hosted data in the cloud from vendors such as Microsoft, Oracle/RightNow, salesforce.com, and others.