As businesses adapt to customer service and business needs during the COVID-19 pandemic, the leading Visual IVR provider has seen a sharp increase in demand for its flagship product.
BURLINGTON, MASS.(PRWEB)Aug. 12, 2020 —Zappix, the leading Visual IVR and Mobile On-Demand App vendor, has seen a sharp increase in demand for its flagship customer service automation products since the outbreak of COVID-19. Zappix is in the process of adding multiple customers to its innovative Visual IVR service.
Since the outbreak of COVID-19, contact centers have been adjusting to the new norm — higher volumes and occasional spikes in inbound call volumes due to changes in operations and supply-chain challenges. At the same time the pandemic has adversely affected call centers’ capacity and capabilities with customer service representatives’ work from home or hybrid work models. Zappix Visual IVR and Mobile On-Demand Self-Service Solutions help businesses better cope with the pressures caused by the global pandemic.
“Zappix helps contact centers by deflecting simple and repetitive calls away from agents and towards a visual mobile self-service solution. This frees up the agents to handle complex interactions that require the human touch,” said Yossi Abraham, Zappix president. “Since the outbreak of COVID-19 we have seen a sharp increase in the demand for our solutions. At the core of our offering is Zappix Studio, which allows us to deploy very quickly and make changes in a blink of an eye, helping our customers with immediate benefits.”
Zappix cloud-based Digital Self-Service solutions offer an intuitive visual front-end geared towards customers in the mobile era, and a sophisticated back-end powered by Zappix RPA (Robotic Process Automation) to provide customers significant benefits:
- Deflect: offering self-service options to callers significantly reduces the volume of inbound calls to live agents
- Prevent: providing Self-Service channels eliminates the need for customers to call again
- Accelerate: reducing Average Handling Time (AHT) for any calls that do end up with live agents by collecting data using digital and secure forms
- Lower contact center costs
- Improved customer experience (CX)
- Targeted revenue growth opportunities
