Mavenir, an end-to-end, cloud-native Network Software Provider and a provider of messaging and voice services, has announced the introduction of advanced new features in Mobile Business Contact–its cloud-hosted, contact center as-a-service (CCaaS) solution–to enhance the mobility of subject matter experts and customer service representatives, the company said.
The new features include:
Flexible call routing — routing of voice calls to any mobile or fixed phone line (approved/enabled by the business administrator) combined with a low-bandwidth web-based console for omnichannel interactions.
Computerless representatives/experts — by calling special campaign numbers to activate or deactivate call routing to their personal phone
Offline campaign mode — supervisors can configure agents´ personal phones in the campaign and, if workers can´t use their office phones, activate offline mode to have all calls automatically routed to their personal devices.
The new mobile customer service experience addresses today´s business challenges by freeing customer service experts from being bound to a desk or physical location, providing them with remote access. It reduces the dependencies on network bandwidth and computer processing power and increases employee availability.
Maveni is redefining enterprise communications with Mobile Business Fabric, a cloud-based portfolio of integrated business solutions–including Mobile Business Contact, Mobile Business Communications and Collaboration and Mobile Business Messaging– focused on enabling deskless, mobile workers for businesses of all sizes–from SMBs to large enterprises. Mobile Business Fabric integrates voice, video, rich communication services (RCS) and SMS messaging, voicemail, interactive voice response (IVR), chatbots, SpamShield™ fraud management, and monetization enablers into secure, carrier-grade cloud offerings that enable channel partners and mobile network operators to deliver mobile native solutions that accelerate business transformation.