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Industry Research : Mobile CRM Apps Aim to Connect Smartphones, Contact Centers

Next year, American Airlines passengers will be able to use a mobile application -- while flying -- to determine whether they’ll make connecting flights. If a passenger needs to reschedule, he can call an airline contact center agent right from the app. Not only that, the agent will see all the information the passenger entered and won’t have to ask questions over and over again.

It's just one use of a new mobile CRM technology several vendors have started offering to calm frustrated customers who will quickly consider deleting an app if it can’t transfer their information to customer service. The market for this technology has suddenly become hot, as illustrated by the unveiling of a handful of similar programs in less than a month. The programs hold the same promise: When a customer starts talking, the agent knows the full story. No more repeat questions.

"The smart companies will move this into their multimedia channels. This is part of the trend. It’s catching up with what the consumer wants," said Richard Snow, research director at Ventana Research, based in San Ramon, Calif. Consumers love downloading mobile apps, but having a secure, direct connection to a business within a mobile CRM app for the transfer of information has been the one missing element, he said. A direct connection can succeed, Snow added, but companies "better get the back end of it right, the exchange of information. If the app doesn’t work, you’ve already started off with a frustrated customer."

That frustration would mirror what customers already feel when they repeatedly have to relay information when speaking to a call center agent. But several companies have recently started offering programs that they hope will launch a new phase in mobile CRM app use and make customers even happier to conduct business on smartphones and tablets.

Upgrading CRM to mobile apps

Virtual Hold Technologies has for years provided click-to-call back software, allowing customers to leave their numbers with a company and have an agent call them back at their convenience. The Akron, Ohio, company has extended that service from the telephone channel to websites and is now offering the capability through a native mobile application. With Conversation Bridge, a company's mobile app can include a basic function that allows a customer to push a button to request an immediate call from an agent or one at a scheduled time. The program determines a call center’s wait time and asks customers when they want to be reached. When it’s time to talk, the agent has all the data a customer has entered into the mobile app, and doesn’t have to ask the consumer to repeat personal information and the reason for the call.

"When the phone rings, you’re connected to an agent who knows all of the context of the call," said Eric Camulli, vice president of marketing for Virtual Hold. Conversation Bridge provides an interface for iOS and Android mobile devices, so businesses can insert it into their own channel platforms, he said. The program can integrate with back-end systems such as screen pops and routing. Aside from the mobile offering, the program can also slip into the interface of Web television consoles -- such as those offered by Boxee and Roku -- allowing a viewer to get a call back by hitting buttons on a remote control, Camulli said.

Several vendors offer mobile CRM products

Virtual Hold has had a partnership with Genesys, leasing its queue management system to the California contact center software and service provider. But Genesys won’t team with Virtual Hold on a mobile app bridge; the company is offering its own connection, Mobile Engagement. Similar to Virtual Hold’s offering, Mobile Engagement allows customers to push a button and communicate with an agent, who sees every bit of information entered into a smartphone or tablet app. The agent also views the customer’s full profile and history.

The conversation can occur over the phone, by chat, text or video. Customers can schedule a conversation at a later date with a feature called Snooze Me. The product can also track a customer’s location to help him, say, find the nearest bank branch.

"We find ourselves in an opportunistic position with mobile. It’s where all the customers are," said Mayur Anadkat, product marketing manager at Genesys.

The two companies announced their new products in April, just as a third, NICE, in Rutherford, N.J., claimed its mobile service was the industry’s only "comprehensive offering." NICE’s Mobile Reach also ensures direct contact between mobile apps and the contact center, allowing customers’ calls to bypass the interactive voice response and placing their information on agents’ desktops.

Also, with its new software platform for multiple mobile operating systems, Indianapolis-based Interactive Intelligence aims to bridge the mobile self-service and live service chasm. The Interaction Mobilizer product offers customers a call back at their choosing, while securely pushing their names, type of mobile device and Global Positioning System coordinates to an agent.

A fifth company, Aspect in Chelmsford, Mass., also says it transfers customer data entered on a mobile device to a pop-up screen on an agent’s desktop. Several businesses have started to integrate Conversation Bridge into their apps, Camulli said, including Bank Hapoalim in Israel.

American Airlines has tested Mobile Engagement and will go live with it on some flights this summer, with a full rollout by next year, Anadkat said.

If companies can find a service that gathers and holds customer data across several channels, Snow said, they’ll put an end to customer frustration on the other side of the smartphone.

Posted by Veronica Silva Cusi, news correspondent
Source: http://searchcrm.techtarget.com

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Wednesday, May 2, 2012

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2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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