Engaging Mobile Customer Service

Anana develops Mobile Customer Care Solution

September 12th 2011

Anana announces solutions for Mobile Customer Service on Genesys Platform

Customer Service Enabling your Customer SmartPhones and Devices

"Innovation and capability are at the heart of Anana DNA" said Dave Tidwell, COO at Anana Ltd. He continued "We are delighted to be working very closely with Genesys Telecommunications Labs Headquarters in California in our explorations of solutions for Mobile Customer Service. By working closely with Genesys on their soon to be released mobile solution we have been able to demonstrate real-time customer interactions with the Genesys Customer Interaction Management Platform on iOS enabled devices. We have created initial application templates that expose a huge world of opportunity to further explore mainstream Genesys capabilities, like Customer Alerts through Conversation Manager as an example "

Announced for the first time on the 25th of August at the g-Force event in Australia Alcatel-Lucent’s Genesys Mobile Customer Engagement Strategy recommends three best practices.

• The “Contact Me” feature provides seamless and secure ‘click-to-call’ capabilities with context from smartphone applications with immediate agent support or scheduled call backs.
• The “Connect Me” feature delivers resources to mobile customers all the way from the contact center to back office departments and branch locations, across any channel like voice, SMS, chat.
• The third strategy, “Know Me”, provides personalized mobile experience based current service tasks and proactive contact with targeted offers and location-based services.

Anana is concentrating initial efforts around the central "Contact Me" and "Know Me" capabilities. This includes the following current capabilities;

1. Customer Alerts
   Driven by Interactions governed by Conversation Manager and the Intelligent Customer Front Door (iCFD)
2. Interaction Histories
   A detailed listing of all current customer interactions with Customer Services, which can include details of Customer Services recorded notes and case updates
3. Customer Chat
   Enables a customer to click to chat directly with Customer Services
4. Request a Call Back
   Which can link seamlessly with Workforce Management and current Contact Centre traffic loads/patterns to suggest call-back slots beneficial to the Customer Services Teams AND convenient to the Caller
5. Click to Call
   Customer single button access to Customer Services that can include prepublished Queing or waiting time expectations, Customer Service Representatives Availability with intelligent Call Back option as an alternative. This can create an interesting Customer dynamic where customers call when they can immediately see that someone will be available to help. This can of course be extended into other media, for example average response time to eMail or SMS enquiries.

Anana looks forward to extending these application capabilities beyond iOS devices in the near future.  The solution is available for immediate demonstration, workshop and review in the Anana Briefing Centre. Please contact Anana for further information.