Interaction Mobilizer (slated to be released by the end of the year) is a software platform that enables contact centers to quickly deploy customer service applications on multiple mobile operating systems, devices, and even facebook. ININ has put together a high-level video that will give you an idea of what it can do.
The importance of customer experience has never been greater than it is today. Through the power of social media, customers have more power to share their horror stories with millions of their closest friends. i.e. United Breaks Guitars (youtube).
One of the biggest frustrations for customers in the contact center is navigating the IVR. For most companies it was designed for the efficiency of their organization…not the customers. If you would like to see to what lengths customers will go to to avoid your IVR visit www.gethuman.com.
What we really like about Interaction Mobilizer is the fact that it places the control of the interaction directly in the hands of the customer. Not only can the interaction completely bypass the IVR and be delivered directly into the appropriate queue, but the customer can even schedule the call for a time that is good for them or reschedule it to a later time if need be. There is a huge opportunity for Interaction Mobilizer to impact your customer's experience.
While we have seen a lot of high-level information on Interaction Mobilizer, there hasn't been very much shared on the inner workings of the platform. As soon as we learn more, we'll keep you posted.
Is the contact center ready to rethink the IVR? We would love to hear your thoughts below!