It’s apparent that chat is catching up with, and will likely overtake, live phone support as the contact method of choice for customer support.
Rolling Meadows, IL (PRWEB) October 02, 2013
Today, Mutare introduced Secure Chat, the first-of-its-kind Contact Center application that more than doubles agent efficiency while giving their most important customers the convenience of mobile access to secure chat support right from their smartphones.
This PCI-compliant mobile app supports two-way encrypted chat sessions between agents and customers, enabling users to communicate sensitive information quickly and confidentially. Agents once confined to servicing one voice call at a time can now manage three or more secure chat sessions simultaneously, which means better use of contact center resources, lower network costs, and quicker access to support for the customer.
Mutare’s Secure Chat application is platform agnostic and can be integrated with current UC and CC systems, significantly enhancing the value of the Contact Center IT investment. Developed as a white-label offering, Secure Chat allows companies to extend their brand to their customer’s smartphones while providing a superior support experience.
“It’s apparent that chat is catching up with, and will likely overtake, live phone support as the contact method of choice for customer support,” says James Emanuele, Practice Leader, Mutare Contact Center & Advanced Integration. “It is more convenient for the customer, more efficient for the call center agent, and extremely cost-effective compared to the overhead expense of voice calls.” However, notes Emanuele, institutions dealing with sensitive customer information have been reluctant to add chat to their Contact Centers multimedia channels due to concerns over federally regulated data protection requirements. “The two-way encryption technology built into our Secure Chat API overcomes those issues while providing customers a superior support experience.”
For further information visit http://www.mutare.com.
Mutare's unified messaging, smart notification and call center services help increase sales, reduce costs and meet regulatory compliance. Mutare is what unified communications should be – fast, easy and guaranteed. For more information visit us at http://www.mutare.com.