News : Putting Customers Back in Control with Visual IVR
Customer contact technology provider mplsystems is flipping the traditional B2C contact centre model with the introduction of a new Visual IVR capability that places control back in the hands of customers via their mobile apps.
By building true Visual IVR functionality into mobile customer service apps, mplsystems provides organisations with a fast, simple and cost-effective means of streamlining their customer service interactions – particularly when those apps are linked directly to core business processes and supported by integral features such as call back.
mplsystems is also making its Visual IVR-style functionality available within the contact centre. With the latest release of its intelligentDesktop agent desktop supporting touch screen enabled desktop applications delivered via Microsoft Windows 8, agents can benefit directly from a really simple way of progressing today’s increasingly complex omni-channel interactions.
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mplsystems provides multi-channel contact centre technology, customer experience software and mobile field service technology for sales, service and mobile workforce operations. Our intelligentContact (iContact) technology can be delivered on premise or in the Cloud, automating with business processes and back office applications to reduce costs and enhance the customer experience. All iContact applications can be deployed independently or brought together in one cohesive solution and are flexible enough to fit around the customer handling requirements of even the most complex of organisations. With over 15 years of contact centre practitioner experience, mplsystems now works with more than a thousand clients globally in the financial services, facilities management, retail, healthcare and leisure sectors, enabling them to gain a competitive edge by extending customer contact throughout the organisation. mplsystems is a Gold Certified Partner in the Microsoft Partner network.
Published: Monday, March 3, 2014