Zappix, the leader in Visual IVR, On-Demand Mobile, and Mobile App Authoring technology for Customer Service, announced an enhanced Agent Dashboard as part of its Visual IVR platform. The Zappix system allows companies of any size to provide customers with a multi-platform, omni-channel, mobile Visual IVR experience via an iPhone, android or web app.
The newly enhanced Agent Dashboard provides a smooth, highly sync communication between Mobile customers and Call Center agents. The enhanced Agent Dashboard is a multi-use solution for IVR (Interactive Voice Response) call centers. Providing a real time view of information from the Customer call and Mobile device while still on the line. Designed to increase Agent efficiency and productivity by providing fast call handling, 360 degrees of customer view historical data, and a full trace of every activity during a customer call.
The new Agent Dashboard continues supporting Zappix Strategy to improve, personalize customer interaction from Mobile VIVR (Visual IVR) all the way to agent screen. The tight integration between the customer mobile phone, VIVR and the agent reduces time to resolve a call, all while increasing customer satisfaction and NPS (Net Promoter Score).
“The Visual IVR is a great platform for realizing better efficiency, streamlining the customer service process, increasing customer convenience and reducing costs,” said Avner Schneur, President and CEO of Zappix. “With the enhancements to the Agent Dashboard, customer service agents now have a faster and more informed access to their customer’s journey. Allowing for quick resolutions to customer issues provides a higher customer satisfaction rating and reduces the cost of customer interactions. The Zappix Agent Dashboard also provides insights into customer data, answering specific business questions that can enhance customer service and improve operations.”
The Zappix Visual IVR integrates voice and non-voice visual content and customer service channels that include phone (voice), web, mobile online forms, and multi-media (audio or video) self-help resources into an easy to use Visual IVR app. Companies that use the Zappix Visual IVR platform realize proven results in reducing development costs while increasing their net promoter score (NPS) and overall customer satisfaction.
The unique Zappix Visual IVR platform changes how companies can develop Visual IVR mobile apps. Businesses no longer have to navigate a busy IT Department for limited resources or face accruing large expenses to develop native or web mobile apps on multiple platforms. Zappix allows businesses to adjust their mobile app in real-time to keep up with any and all changes as they happen.