Wednesday, 22 August 2012 14:08

Put your contact centre in your customer's pocket with Interactive Intelligence's Interaction Mobilizer

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Just about every business of significant size seems to want a mobile app. But what if was easy to provide deep integration with the contact centre? Would cross-platform compatibility be a bonus? That's what Interactive Intelligence is promising.

Interactive Intelligence has been providing multi-channel contact centre systems for years, and now it's working on a product that will allow organisations to add mobile apps to the list of channels.

Imagine these scenarios: you're browsing a company catalogue, and you decide you need to talk to someone about the product you're thinking of ordering.

Or perhaps you're experiencing a technical issue with a product, you've tried the suggestions in the online FAQ, and now it's time for tech support.

If you're using a mobile app for either task, you don't really want to have to explain what you've already done to the contact centre agent - you'd really like them to know the history of your interaction with the app in the same way they can access the details of the call you made last month, or the email you sent last year.

Interactive Intelligence's forthcoming Interaction Mobilizer is intended to address such situations by providing "seamless" integration between apps and the contact centre, senior director of solutions marketing Tim Passios told iTWire.

The software, due here by the middle of 2013, will allow the development of apps that support communication between individuals and the organisation, deliver the context from the app to the agent, and have automatic cross-platform compatibility.

The first two will be provided by the integration of Interaction Mobilizer with the company's Customer Interaction Center software.

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Cross-platform compatibility will come practically for free. Instead of developing multiple apps for multiple devices, Interaction Mobilizer generates a branded "shell" app for each platform that can be distributed via the relevant app stores.

Those apps then connect to Interaction Mobilizer, which presents the functionality developed by the individual organisation with native user interfaces to suit the device in use.

"That streamlines deployment times and dramatically cuts costs," said Mr Passios, as well as providing a single development environment across all supported platforms, which will include iOS, Android, Windows Phone and Facebook.

He suggested that a lot of large consumer brands would like to be able to add contact centre enabled apps to their Facebook pages.

The software is currently in beta with a small number of customers including "a large insurance company in the US," he said, noting that this company's mobile web strategy "hasn't gone over well with their customer base."

Ryan Meegoda, marketing manager for Australia, New Zealand and the Pacific, added "we have had quite a lot of interest" in Australia, especially from the insurance and government sectors.

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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