Enghouse Unveils Mobile Visual IVR



Enghouse Interactive announced the launch of Mobile IVR Navigator, a new mobile application that visually navigates customers through an organization’s customer service options.

“We are elated to introduce this breakthrough product to the marketplace, which represents a true industry innovation in customer interaction technology,” said Christoph Mosing, president, Enghouse Interactive, in a statement. “Customers today want and expect to make use of ‘anytime, anywhere’ technology that enables them to contact businesses when they want and by whatever means they choose. The ability to visualize and manipulate the Mobile IVR menu sets a new standard for how mobile users can engage an organization.”

The new framework makes mobile applications extremely easy to create and deploy, reducing costs, customer effort and frustration. Built on top of the company’s robust and featured-rich IVR platform, Enghouse Interactive Communication Portal, Mobile IVR Navigator takes any call flow and presents it visually to smartphone or tablet users via their screen. Customers are able to see the menus and prompts instantly on their screens rather than having to wait to hear them, enabling them to quickly click their way through the menu levels, reducing the overall interaction cycle time.

Enghouse Interactive Mobile IVR Navigator allows users to enter transaction details such as account number and date of birth, enabling them to quickly get access to the information they need through self-service, or to promptly gain a place in a queue for an agent with the necessary skills to address their needs. Customer satisfaction is enhanced by the solution’s user-friendly hold process, which provides regular updates as to agent availability status throughout the interaction.

In addition, Mobile IVR Navigator further reduces customer contact times by capturing key information prior to any actual engagement between agent and caller, and by allowing the caller and agent to share documents, pictures and other pertinent data prior to this stage of the process. Further, Mobile IVR Navigator also drives efficiencies for businesses by enabling customer calls to be fielded interactively with user-friendly self-service, which reduces the number of calls that ultimately reach the contact center. When live interaction is required, customers can request an immediate callback to their mobile device, saving them time and shaving valuable minutes off mobile transactions.

Equally, it enables businesses to make optimum use of their IVR platform, empowering them to use the same capacity to manage mobile navigation interactions and, where required, self-service voice calls. As mobile interaction is not queued on the more expensive telephony port, business users can add mobile navigation without increasing the voice capacity on the IVR platform. Mobile IVR Navigator can be seamlessly integrated into the customer’s business environment and features enhanced integration, in particular with back office systems. While it can be sold as a standalone solution, if required, the application can also be tightly integrated into the broader Enghouse Interactive contact center suite.