IP business solutions provider Interactive Intelligence has launched a software platform that enables firms to rapidly deploy customer service applications on multiple mobile operating systems, devices and social media websites.
The product, called Interaction Mobilizer, is designed to change the way customers using mobile devices interact with businesses, according to Interactive Intelligence founder and CEO Dr. Donald E. Brown.
It can be used on iPhones, Android phones and Windows phones as well as on a company’s Facebook website, and allows firms to more quickly deploy transactional mobile apps that give customers a ‘unified’ customer service experience. The service will be rolled out globally from Q2.
Interaction Mobilizer aims to make development and deployment of mobile applications easy by specifying them in a device-independent, high-level language that can be pushed out to all supported mobile devices and social media sites.
Meanwhile, it enables the customer to request a call-back from a service representative and be updated periodically as to when the callback will occur. Future versions will support chat, text messaging, and video. Interaction Mobilizer also integrates with social media resources such as Facebook and Twitter, including using Facebook for user authentication.
Organisations can brand their own mobile applications then publish them on the appropriate app store, or offer them from their corporate website for users to download. Customers can log on using their Facebook ID, or using company-supplied credentials.
Interaction Mobilizer provides a unified customer experience and aims to bridge the gap between mobile self-service and live agent assistance, allowing customers to transition from a mobile self-service interaction to a Web callback, click-to-call, or text chat. Contextual information – such as the customer’s name, what device they were using, the forms or products they were reviewing, and even GPS coordinates – is transferred to the agent.
‘Driven by the opportunity to lower costs and expand customer choice, an increasing number of companies are offering self-service applications via mobile devices,’ said Richard Snow, VP and research director at Ventana Research. ‘However, we estimate that nearly two-thirds of customers engaging in self-service end up requiring interaction with a contact centre agent. As a result, successful mobile customer service solutions must seamlessly link the self-service experience with live assistance.’
The product also provides integration to backend corporate systems, as well the ability to access hosted data in the cloud from vendors such as Microsoft, Oracle/RightNow, salesforce.com, and others.