Lowell MA, USA, Oct. 27, 2020 -- Zappix, a Visual IVR and self-service customer service provider, and Fonative, a communications company, have teamed up to provide more new services that contact centers need today. As contact centers face the challenges of COVID-19, as well as increasing security requirements from legislation and regulations, Zappix and Fonative capabilities have quickly become a top priority for modern businesses.
"We see Zappix adding a complementary and exciting component to our contact-center focused CPaaS platform", said Steve Smith, CEO of Fonative. "By allowing our customers to deflect calls and texts to a simple but rich digital engagement, our customers can increase self-service containment rates and allow agents to focus on situations with more complexity that require a human touch. Zappix has the industry-leading capability in this area, and we're glad to be working with them".
By deploying solutions from Fontative as well as customer service automation solutions like Zappix's Visual IVR and other Intelligent Virtual Assistant (IVA) solutions, call centers will be able to equip themselves for the challenges of today as well as the near future.
"The innovative Zappix suite of products enables call centers and business leaders to increase containment rates, reduce average handle time, and relieve pressure during call volume spikes, all while improving customer experience," said Yossi Abraham, President of Zappix. "Through our relationship with Fonative we are building a robust and secure solution for the next generation call centers".
Posted by Veronica Silva Cusi, news correspondent
Zappix transforms the user journey during contact center interactions. The cloud-based Zappix Visual IVR On-Demand platform provides a full visual experience for customers, increasing self-service rates, reducing costs, and providing up-sell opportunities, while improving customer satisfaction.
Fonative helps businesses connect with customers through voice and text, providing compliant communications as a Communications Platform as a Service (CPaaS). The company's technology enables developers to easily incorporate calling and messaging capabilities into business applications, without the need to maintain servers, infrastructure, network, and telecommunication carriers.
Published: Thursday, October 29, 2020
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