Interactive Intelligence is looking at how mobile devices are impacting customer service and says companies need to ensure customer service is not an afterthought with mobile applications.
According to the company an increasing number of businesses are offering self-service applications via mobile devices but nearly two-thirds of customers engaging in self-service end up requiring interaction with a contact centre agent anyway.
Interactive Intelligence is rolling out a new software platform, Interaction Mobilizer, to enable mid- to large-size contact centres and enterprises to rapidly deploy customer service appications on multiple operating systems, devices and social media websites.
According toTim Passios, Interactive Intelligence's senior director of solutions marketing, the company is making sure it is ahead of the curve. "Mobility is a tremendous growing trend," he says, adding that users of mobile apps often need to contact customer service and, when they can't, "disconnect happens".
"The problem lies in the development of apps," adds Passios. "They are siloed in their creation."
The new platform enables companies to offer self-service applications to customers using iPhones, Android phones, and Windows phones, as well as the company's Facebook page. It also enables customers to request a call-back from a service representative and be updated periodically as to when the call-back will occur.
According to Interactive Intelligence, future versions of the platform will support chat, text messaging and video. Customers can log on using their Facebook ID, or using company-supplied credentials. Companies can brand their own mobile applications and then publish them on the appropriate app store or offer them via their own corporate website.
Passios says the new solution represents an opportunity for Interactive Intelligence partners to further grow in the services area. "This means more services revenue for partners. They are the ones who get to write these apps. Our goal is to write app templates and put them up in our marketplace," he explains. Partners will also be in charge of support after deployment of the application.
Interaction Mobilizer is currently in beta phase and the company expects to start rolling it out in the first half of next year. In the meantime, it will start training partners in the development and delivery of these applications.
Interactive Intelligence's managing director for Australia, New Zealand and the Pacific, Brendan Maree, says this solution represents the company's move "to the next level" in reducing customer effort and improving contact centre services.