Zappix Sees High Demand for Visual IVR and Mobile Self-Service After COVID-19 Outbreak

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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.

Zappix Sees High Demand for Visual IVR and Mobile Self-Service After COVID-19 Outbreak

Zappix Sees High Demand for Visual IVR and Mobile Self-Service After COVID-19 Outbreak

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.

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 — customer service calls become potential revenue-generating interactions
  • Automation of repetitive processes, freeing live agents to focus on high-value tasks

Zappix Visual IVR is a Mobile On-Demand Self-Service solution that allows consumers quick call resolution without the need to speak with an agent. The solution services multiple verticals — retail, healthcare, insurance, fintech, services and more. The service tracks and records every step in the user journey and provides comprehensive insights via Zappix Analytics Suite.

About Zappix

Zappix delivers Mobile On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement, and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact center interactions. The platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.

The Zappix solution provides significant benefits and ROI: reducing costs by increasing containment rates for contact centers, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue-generating use-cases.

To learn more about Zappix, go to http://www.zappix.com

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Johnny Rosa
@Zappix
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