LiveOps adds smartphone solution

LiveOps has added Drumbi SmartIVR to its portfolio.

LiveOps and Drumbi announced the availability of Drumbi SmartIVR to complement LiveOps multichannel, cloud contact centre platform.

The SmartIVR allows for a call to be initiated from a website, SMS, email or the phone (available on iPhone, Android, and Windows mobile). The call menu is displayed on the device, dynamically based on the customer’s context such as time of day, location, language preferences, and prior usage. The customer will be shown a phone number and once that number is dialed, Drumbi will initiate both voice and data sessions to begin gathering customer information and intelligently route the call to the best agent available on the LiveOps Platform.

This combination of numerical and letter characters enables brands to collect the type of information needed from the caller that will add real context to the call.

Additional capabilities include:

• Scheduled customer call-back, based on contact center availability. This eliminates the need for CSRs to make outbound calls and leave voicemails. Customers may be notified to opt in to a call directly with a CSR when ready.
• Capture and relay of a customer’s data and context. This creates a personalized and shorter call when needed. The contact center agent receiving the inbound communication can get location information from the customer’s mobile phone’s GPS (with customer approval). With location information combined with LiveOps intelligent routing, the brand can route the customer to an agent who is geographically closest to the customer or identify nearby resources.
• Custom integration with knowledge management, FAQ or CRM systems, including LiveOps Platform’s built-in CRM Lite. The CRM integration can provide even more granular information about the customer, including customer history with the brand, to help the agent provide a better customer experience, including shortening the call handle time.

“Recent reports say that there are five billion mobile phones in use in the world today and 1.08 billion of those phones are smartphones. These mobile users want a customer experience that allows them to interact more efficiently and more intelligently with brands. Up-leveling the quality of customer experience for mobile users must start with the IVR,” said Shervin Talieh, Cofounder and CEO, Drumbi.

“When we were looking for a partner to help us accelerate deployment of the Drumbi visual IVR to enterprise contact centers, LiveOps was at the top of our list. LiveOps’ recent research—connecting the dots between agent experience and customer experience—is further evidence that no one understands the value of empowering the contact center with the right tools like LiveOps.”