HAUPPAUGE, NY (PRWEB) June 17, 2015
IVCi, LLC (http://www.ivci.com) a leading provider of collaboration services and solutions announced today key enhancements to its omni-channel strategy as part of its InterCloud and Fusion offerings.
IVCi Live Assist, built on Cisco Remote Expert Mobile, is a new powerful way of delivering an omni-channel strategy. With Live Assist, the consumer is at the center of all communications channels and decides how to interact in a seamless way with a company’s contact center support services. Context and consistencies are maintained across all possible channels for that individual.
“It is exciting that we can now have a real positive impact on customer’s business outcomes,” said Chris Böttger Senior Vice President of Collaboration Services at IVCi. “We have been delivering Collaboration Cloud Services since 2002 and achieved our Cisco CMSP TPaaS cloud accreditation in 2013. During this time we have been delivering on the InterCloud strategy and have successfully integrated customer’s clouds with our own cloud offerings, as well as that of Cisco’s Webex as one example. Using Cisco’s Remote Expert Mobile IVCi can Fuse a customer’s website and Mobile App into their Call Control and Contact Center to create a new rich experience where the consumer is at the center of everything.”
IVCi’s Live Assist allows a consumer to browse on a company’s website and initiate an interactive session with an agent that can start with IM and move seamlessly to a full 2-way video call. This allows the agent to help the consumer by taking over navigation and even assisting in filling out forms. Unlike many retail chat sessions, the unique technology leverages a customer’s existing call control and contact center platform while not requiring any clients to be downloaded by the consumer.
“What we are seeing is a move to attack specific Key Performance Indicators (KPI’s).” continues Böttger. “For example, in Healthcare allowing patients the ability to have follow up care delivered through their mobile device will drive a reduction in the penalties based on readmissions within a 30 day period from hospital release. The Internet of Things in the form of wearable devices for medical care when integrated into the same platform will drive even better healthcare experiences at reduced costs.”
IVCi will be demonstrating Live Assist as well as other enhancements to its cloud services at the Cisco Booth at Infocomm 2015 in Orlando from June 17-19.
IVCi, LLC is a leading provider of collaboration solutions designed to bring people together, no matter where they are located or what technology they have access to. Our mission is to enable our customers to improve their business and their bottom line by unleashing the collective power of their people through collaboration. To learn more, visit http://www.ivci.com or connect with IVCi on Twitter, Facebook, and Linkedin.
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