LiveOps, a provider of cloud contact center and customer service solutions, and Drumbi, a provider of visual interactive voice response and mobile customer experience technology, today released Drumbi SmartIVR to compliment LiveOps multichannel, cloud contact center platform.
With this new offering, a call can be initiated from a Web site, text message, email, or phone. The call menu is displayed dynamically based on the customer’s context, such as time of day, location, language preferences, and prior usage. The customer will be shown a phone number and once that number is dialed, Drumbi will initiate both voice and data sessions to begin gathering customer information and routing the call to the best agent available on the LiveOps platform.
Additional capabilities include the following:
- Scheduled customer call-back, based on contact center availability. Customers can be notified to opt in to a call directly with an agent when ready.
- Capture and relay of a customer's data and context. The contact center agent receiving the inbound communication can get location information from the customer's mobile phone's GPS (with customer approval). With location information and LiveOps' intelligent routing, the brand can route the customer to an agent who is geographically closest to the customer or identify nearby resources.
- Custom integration with knowledge management, FAQ or CRM systems, including LiveOps Platform's built-in CRM Lite. The CRM integration can provide even more granular information about the customer, including customer history with the brand.
"It's time to up-level the IVR experience for both the mobile customer and agent," said Steven Griset, senior vice president of product management and engineering at LiveOps, in a statement. "Suboptimal customer experiences are often caused by poorly designed IVR experiences. Drumbi's API makes it possible to start creating that positive customer experience for mobile users from the very beginning of the engagement. From an innovation perspective, this is very exciting and interesting for us and our customers."
"Recent reports say that there are 5 billion mobile phones in use in the world today, and 1.08 billion of those phones are smartphones. These mobile users want a customer experience that allows them to interact more efficiently and more intelligently with brands. Up-leveling the quality of customer experience for mobile users must start with the IVR," said Shervin Talieh, cofounder and CEO of Drumbi, in a statement. "When we were looking for a partner to help us accelerate deployment of the Drumbi visual IVR to enterprise contact centers, LiveOps was at the top of our list. LiveOps' recent research—connecting the dots between agent experience and customer experience—is further evidence that no one understands the value of empowering the contact center with the right tools like LiveOps. We're looking forward to a long successful future together."