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Mobile Contact Center

More and more people are replacing landlines with a mobile phone. Smartphone usage is headed past the one billion mark worldwide. Businesses need to adopt a mobile self-service strategy sooner than later or risk losing the dynamic, mobile and connected customer. Providing customer service on mobile devices has become top priority for contact centers with many working to develop an effective-service mobile app that lets customers tap their way to problem resolution. Information entered into a mobile app is attached as call data and submitted to the intelligent routing system running a contact center.

For calls that require agent assistance, the goal is to provide a seamless transition to the voice channel from the self-service channel. This requires connecting the mobile session with the agent session. Once the call is connected to the agent, all the steps traversed by the customer, as well as any data entered, is visible to the agent. In the new mobile-to-contact center communication, a customer should always be just a few taps away from speaking with a specialist who knows exactly who they are and precisely how to help.


[24]7

[24]7 is redefining the way that companies interact with consumers. The company’s customer engagement platform assists several hundred million visitors and engages in 1.5 billion conversations annually, across all channels, most of which are automated. Using [24]7 solutions, many of the world’s largest and most recognizable brands are anticipating and acting on consumer intent to create more personalized customer experiences. This shift to an intent-driven engagement strategy results in an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.

Aspect

Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.

Cisco Systems, Inc.

Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation.

Creative Virtual

Creative Virtual is a leader in self-service customer experience management solutions for enterprises. Global organizations rely on our technology to optimize their customer support, sales, marketing and call center teams, reduce costs, increase online sales, and achieve operational excellence across mobile, web and social media channels. Creative Virtual has built the most advanced technologies in knowledge management, natural language processing and virtual assistants to help businesses deliver intelligent, personalized customer experiences that reduce email and call volume, build brand loyalty, and increase customer engagement at a lower cost per conversation.

Genesys

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel customer experiences, journeys and relationships. Trusted by over 4,700 customers in 120 countries, Genesys orchestrates over 25 billion contact center interactions per year in the cloud and on premises. 

Jacada Inc.

Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based visual IVR solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether at the contact center, on the mobile, the website, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel.