Mutare has introduced Secure Chat, a PCI-compliant mobile app supports two-way encrypted chat sessions between agents and customers, enabling users to communicate sensitive information quickly and confidentially.
Agents once confined to servicing one voice call at a time can now manage three or more secure chat sessions simultaneously, which means better use of contact center resources, lower network costs, and quicker access to support for the customer, the company said, which can more than double agent efficiency.
Mutare’s Secure Chat application is also platform agnostic and can be integrated with current UC and CC systems. Developed as a white-label offering, Secure Chat allows companies to extend their brand to their customer’s smartphones while providing a superior support experience.
“It’s apparent that chat is catching up with, and will likely overtake, live phone support as the contact method of choice for customer support,” said James Emanuele, practice leader, Mutare Contact Center & Advanced Integrationin a statement. “It is more convenient for the customer, more efficient for the call center agent, and extremely cost-effective compared to the overhead expense of voice calls.”
Emanuele noted that financial institutions dealing with sensitive customer information have been reluctant to add chat to their contact centers multimedia channels due to concerns over federally regulated data protection requirements.
“The two-way encryption technology built into our Secure Chat API overcomes those issues while providing customers a superior support experience.”