Prosodie-Capgemini has released the SmartCall mobile customer service application to all customers currently using Odigo Voice solutions from the company.
Built on the Salesforce Platform, SmartCall enriches IVR applications by extending access to customer care agents from any smart device, via voice, chat and other social media, directly into the contact center.
The new visual IVR solution allows customers to see the wait time to speak to an agent, join the hold queue without waiting on the phone, chat with agents, or to have the system call them when the next agent is available. SmartCall enhances Prosodie-Capgemini's established IP solution, Odigo, which manages multi-channel customer interactions (voice, mail and Web) completely in the cloud.
"This announcement opens up a new innovative roadmap for our solutions that integrate with Salesforce, including features such as Smart Call, natural language, voice payments and speech analytics, all components of the ODIGO solution,” said Nicolas Aidoud, CEO of Prosodie-Capgemini, in a statement. “We look forward to continuing to nurture our relationship with Salesforce and the solutions we deliver to customers as part of our growing global footprint."