SpeechCycle, a provider of customer interaction management solutions, today launched SmartCare Mobile, a smartphone platform and application suite for customer care. The product launch comes one week after SpeechCycle announced its creation of a mobile division to design applications specifically for smartphones.
Companies can plug SmartCare Mobile into their existing customer service applications to create custom widgets for customer surveys and feedback, notifications, billing, support, and scheduling. SmartCare Mobile also features an integrated mapping feature that allows companies to send geographically targeted advertising messages to interested customers.
SmartCare Mobile supports all of the leading global smartphone operating systems, including Android, iOS, Windows Phone 7, and BlackBerry, on a single application platform.
“One great feature and value proposition to SmartCare Mobile is that it combines a number of customer care applications into one portal,” says Alan Pan, vice president of product management at SpeechCycle. “It allows customers to bypass traditional IVR menus and get right to the applications they want to use. It creates a highly differentiated customer experience.”
Key features of SmartCare Mobile include:
- intuitive navigation with T3 (Touch/Type/Talk) interface;
- predefined, customizable widgets;
- a dynamic deployment model; and
- seamless integration with enterprise contact centers and back-end systems.
It consists of a native device client, cloud-based services, and an extensible integration framework that ensures the user interface and interaction experiences are optimized for smartphones. It doesn’t require the user to go to a company’s Web site, but uses an embedded browser to allow customers to access the Web if needed.
SmartCare Mobile is a white-label application that customers can access when they download a paricipating company’s customer care application. Several companies are now piloting the application.
The goal of SmartCare Mobile is “to take calls out of the contact center and optimize the customer experience,” Pan says.
“For the smartphone customer, empowerment is what this is all about,” he adds. “This allows the customer to take control.”
“Today’s consumers have become power users of devices like the Android and iPhone; they are accustomed to watching videos, playing games, and browsing Web sites and are expecting the same rich experience when they communicate with their service providers,” said Zor Gorelov, CEO of SpeechCycle, in a statement. “Smartphones are game changers for providing world-class customer care, and SpeechCycle has developed a solution to help service providers meet the challenge.”