Workforce Management Featured Article
Visual Self-Service Company Zappix Announces Two New Customers
With no end in sight for labor shortages and a continual need to cut costs, companies are spending much of their budgets on technologies that improve self-service experiences. Businesses are looking for technologies to meet their customer's needs by providing self-service… but they’re not just looking for any self-service solution. With customers demanding quality user experiences, companies need to be choosy about what they invest in. Digital customer engagement and automation have become critical to premiere customer service interactions, improving callers' experiences and boosting revenue for businesses.
Massachusetts-based Zappix provides what the company calls “visual self-service” solutions. Visual self-service eliminates the need for speech recognition by allowing customers to touch their way through visual menus. The goal is to provide a faster, more flexible, and more efficient experience for customers who would otherwise be calling into the contact center. The company offers a portfolio of visual self-service solutions, including Visual IVR, Proactive Engagement, and Agent Assist.
This week, Zappix announced that it has signed two new strategic customers for its Visual IVR product, though it did not name the companies in its announcement. The customers are expected to benefit from critical aspects of this Zappix solution, including reducing repetitive calls and reaching live agents through a self-service channel. This can result in significant cost savings, faster resolutions through easy-to-use self-service solutions, the improvement of critical KPIs such as average handling time, improved customer satisfaction by reducing customer queue waiting times, and being able to allow agents more time to focus on complex calls. Because the solution is on-demand, customers can expect quick launch and implementation due to the Zappix Studio low-code/no-code service creation environment.
“We’re happy to provide our Visual Self-Service solutions to more clients,” said Yossi Abraham, President & CEO at Zappix. “The shortage of Contact Center agents, and the need for deflecting repetitive and mundane calls to self-service solutions, are major drivers for efficiency and cost saving for contact centers, all that while improving the customer experience.”
Edited by Alex Passett
