MODERNIZING CONTACT CENTER TO DELIVER MOBILE CUSTOMER SERVICE EXPERIENCES
Cloud Based Contact Center as a Service (CCaaS) for Businesses of All Sizes
FUTURE PROOF CUSTOMER ENGAGEMENT
ENABLING A MOBILE AND DISTRIBUTED WORKFORCE
Today, more than ever, businesses need innovative solutions that allow their service experts flexible access regardless of their location. Businesses depending on legacy, on-premise contact centers are struggling to adapt to the new reality.
Mavenir is addressing today’s business challenges with a new mobile customer experience capability that enables service experts to access the system remotely, using any mobile or fixed phone line for voice and a low-bandwidth web-based console for omnichannel interactions. This effort to mobilize the contact center will continue later this year with the release of Mavenir’s Mobile Business Contact app, which will allow experts to manage all customer interactions using their smartphone.
Mobile Business Contact—its cloud-hosted, contact center as-a-service (CCaaS) solution—that mobilizes customer experience for businesses by releasing customer contact center service experts from being bound to a desk or physical location and enable anytime, anywhere customer service.
INFOGRAPHIC
BUSINESSES NEED ADVANCED CUSTOMER ENGAGEMENT AND RETENTION
Conventional business tools (a single voice line, hunt groups) are not sufficient for retaining existing customers and attracting new ones. Mavenir has designed Mobile Business Contact to answer these needs, so businesses can evolve to better serve customers now, and in the future as new needs arise.
FAST AND EASY TO DEPLOY
A BETTER CUSTOMER
SERVICE EXPERIENCE
Enables businesses of all sizes to leverage contact center technology to enhance customer acquisition and minimize customers lost
EMPOWERING A MOBILE WORKFORCE
Mobile Business Contact provides the tools to enable distributed and flexible work arrangements that allow employees to better serve customers, whether that employee is a dedicated customer service representative or a product or service expert that provides ad-hoc customer assistance to help close a deal.
Simple IVR Builder
Build your own rules to handle incoming calls based on employee skills
Flexible Connectivity
WebRTC built-in, IP phone, route to landline or mobile, low bandwidth console
Cost-Efficient
Simple Integration
Analytics and Reporting
Monitor performance metrics, customer trends, etc.
Omnichannel
Seamless customer interactions with voice, email, live chat, SMS and social networks
WHITEPAPER
SEE HOW TO MOBILIZE THE CUSTOMER SERVICE EXPERIENCE!
Learn about the key customer engagement challenges that businesses face today and how a modern contact center solution can enable them to transform the customer service experience today and tomorrow.
WHAT DO BUSINESSES NEED?
INTELLIGENT CUSTOMER
ENGAGEMENT
Businesses, particularly SMBs, need a solution that can:
- Improve customer experience and first call resolution
- Enhance availability and boost customer retention
- Give customers communication options
- Track customer interaction to assist marketing campaignsl
- Enable expense control and costs predictability
- Provide customer service continuity and self‑service options
WHY DO BUSINESSES LOSE CUSTOMERS?
No Customer Service Continuity
No link between channels. For example, callers forced to repeat what they already requested by email.
Poor Customer Experience
90% of customers leave after poor customer service encounters.
(Entrepeneur, 2018)
No Follow-up
68% of customers leave if they feel the company is indifferent.
(SuperOffice, 2019)
PROTECT YOUR EXISTING INVESTMENTS
FLEXIBILITY FOR CLOUD MIGRATIONS
Mavenir Connect can facilitate a full migration to the cloud for all services, including endpoints and connectivity. However, unlike competing solutions that require full migration, Mobile Business Contact can connect to the business’s existing IP-PBX infrastructure.
Rapid Cloud Migration
Deploy hybrid configurations for a faster transition
Limited Business Impact
Preserve your existing voice infrastructure investment
Custom Dial Plans
Enable 5-digit, 8-digit dialing for business users
Mobile Business Contact is part of Mavenir’s Mobile Business Fabric, a framework of integrated business solutions with a focus on enabling deskless, mobile workers for businesses of all sizes—from SMB to large enterprises—by leveraging decades of leadership and know-how in enabling mobile user experiences.
SOLUTION BRIEF
MOBILE BUSINESS CONTACT
Mobile Business Contact provides an anywhere, anytime omnichannel solution delivered from the cloud to provide businesses with a differentiated, modern, and cost-effective solution for customer engagement.
CASE STUDY
DELIVERING FASTER FOOD ORDERS
Learn how a large US-based pizza chain improved stability, accelerated response times and enabled flexible working options. including work from home, with Mavenir’s Mobile Business Contact.
CASE STUDY
CAPITALIZING ON DEEP INTEGRATIONS
Learn how a leading financial services firm used the Mobile Business Contact platform to ensure customers had anytime, anywhere access to their assigned service representatives, integrate seamlessly with their Zendesk CRM for 100% call tracking, all with no disruption to their existing voice infrastructure
