Interaction Mobilizer™ enables contact centers and enterprises to rapidly deploy customer service applications on mobile devices; bridges gap between mobile self-service and live assistance
The new mobile customer service solution, Interaction
Mobilizer™, is designed to change the way customers
using mobile devices interact with businesses, according to
"With more than 100 million smartphone users in the U.S. and about 19 percent owning tablets, customers are demanding more efficient ways to use their mobile devices for business transactions," Brown said. "We developed Interaction Mobilizer™ to do just that: empower companies to more quickly deploy transactional mobile apps that give customers a unified customer service experience."
Interaction Mobilizer™ offers the following features:
Interaction Mobilizer™ enables organizations to brand their own mobile applications then publish them on the appropriate app store (e.g. Android, Apple, Google, Microsoft, etc.), or offer them from their corporate website for users to download.
Customers can log on using their Facebook ID, or using company-supplied credentials, as desired.
In support of providing a unified customer experience and bridging the gap between mobile self-service and live agent assistance, Interaction Mobilizer™ enables 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. These interactions can be queued and routed based on agent skill, and information is "popped" onto the agent's computer screen when the customer is connected.
"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
In addition to providing features that result in a unified customer
service experience, Interaction
Mobilizer™ also provides integration to back-end
corporate systems, as well the ability to access hosted data in the
cloud from vendors such as Microsoft, Oracle/
Organizations can track mobile app usage data for maximum scalability, and Interaction Mobilizer™ provides industry-standard certificate encryption for PCI, HIPAA, and other compliance requirements.
Interaction Mobilizer™ is planned for general
availability in English-speaking countries by the end of Q2 2012.
Localization for other countries throughout
Interaction Mobilizer™ is ideal for mid-size to large contact centers and enterprises, and will be offered through the Interactive Intelligence channel of more than 300 resellers worldwide, and through the company's direct sales force.
For more information about Interaction Mobilizer™, visit http://www.inin.com/ProductSolutions/Pages/Interaction-Mobilizer.aspx.
This release may contain certain forward-looking statements that involve
a number of risks and uncertainties. Factors that could cause actual
results to differ materially are described in the company's
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