Mobile app puts customers back in control

A new Visual IVR capability has been released.

The new Visual IVR capability introduced by mplsystems places control back in the hands of customers, via their mobile apps.

By building Visual IVR functionality into mobile customer service apps, the customer contact technology specialist provides organisations with a means of streamlining their customer service interactions – particularly when those apps are linked directly to core business processes and supported by integral features such as call-back.

Rather than struggle with traditional IVR systems, customers can just use an mplsystems-enabled Visual IVR app to navigate their chosen service destination. At this stage they can choose to progress using self-service channels, or request a call-back, knowing that the agent calling them will have all the information needed to complete their interaction.

By combining the ease-of-use of mobile apps with Visual IVR’s ability to handle complex service processes, organisations could reduce their reliance on inflexible IVR channels and use their existing contact resources more effectively.

“With our new Visual IVR solution we’re addressing critical customer service concerns head on by switching the focus from B2C to C2B,” said Paul White, CEO at mplsystems. “Using Visual IVR can help organisations direct a greater proportion of their interactions through self-service channels, freeing up valuable agent time to handle more complex or escalated interactions.”

Click here for more information: www.mplsystems.co.uk