Interactive Intelligence Provides Mobile Customer Service Solution

7 May 2012

Interactive Intelligence has announced the release of a new software platform. This platform, Interaction Mobilizer, is designed to enable organizations to rapidly deploy customer service applications on several mobile operating systems, devices, and social media websites.

With Interaction Mobilizer, organizations can offer self-service applications to customers on iPhones, Android phones, or Windows phones, as well as through the organization's Facebook page. It specifies mobile applications in a high-level language that works on all supported devices, and provides a scalable architecture for any number of mobile customers.

Furthermore, Interaction Mobilizer lets customers request a call-back from a service representative, while future versions will support chat, text messaging, and video. It integrates with social media resources, including Facebook for user authentication. Customers can transition from a mobile self-service interaction to a call or text chat, while contextual information is transferred to the appropriate agent.

"In our increasingly mobile world, more and more consumers expect to get customer service and customer care via their mobile devices," says Blair Pleasant, UC Expert for UCStrategies. "Contact center vendors are recognizing this, and introducing new solutions to support the various mobile apps that consumers are using on their mobile devices. Providing a way for mobile customers to more easily reach customer service agents who have information and contextual information about the customer is becoming more important, and these customer interactions need to be integrated in with the rest of an organizations contact centertools and internal systems. Contact center vendors like Interactive Intelligence, as well as others, are introducing new solutions to make mobile customer care a more efficient option for customers and contact centers."

Organizations can brand their own mobile applications, which can then be released on the proper app store or on their corporate website.

Interaction Mobilizer will be made available in English-speaking countries by the end of the second quarter of 2012. Localization for other countries will follow.

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