The omnichannel contact center enabled customers to engage with organizations however, they choose. While chat and IM earned increased adoption by customers, self-service is still the leader in the clubhouse. Growing popularity is driving innovation and delivering IVR and self-service a facelift.
Zappix announced a new partnership with Lifesize to deliver automation, artificial intelligence and improved self-service options into the contact center.
By integrating Zappix visual IVR with the LIfesize CxEngage contact center platform, customer service will see reduced average handle time (AHT), less redundant and repetitive calls, while customers can avoid lengthy hold times and find resolution simply by navigating visual IVR.
"With the immense expectations for customer experience being placed on today's contact centers, automated self-service and Visual IVR solutions can make a world of difference in the experience for both customers and agents," said Ashish Seth, general manager of contact center solutions at Lifesize. "Lifesize CxEngage customers have been impressed with Zappix's ability to give customers a viable self-service option, free up agent capacity and help increase first call resolution."
The customer journey must be a masterfully tailored tale, choreographed to perfection. With growing demand for self-service solutions, one day soon they may take over the leading role in customer engagement channel.
Is Visual IVR in your contact center?