New Proactive Engagement Templates Aim to Reduce Customer Effort
July 2, 2013 – CENTREVILLE, VA: MicroAutomation, a leading provider of contact center solutions, announces that their MicroMessenger product achieved certification to reach over 1,000,000 customers per hour. This scale allows enterprises to proactively contact customers in the event of outages or other notifications affecting a large number of customers. Currently at version 6.2, MicroMessenger now incorporates MicroAutomation’s Intuitive Customer Interaction design methodology to automate the response to callbacks, thus improving customer loyalty and reducing agent talk-time.
MicroMessenger provides the industry leading application management tool to engage customers via all channels of communication – phone, text, email, and social media. The product’s handling of inbound calls and text messages provide a targeted and personalized customer experience. The advanced campaign management tool contains configurable business rules and logic to automate and control customer proactive interactions and call results, including automated self-service functions and call transfers. MicroAutomation’s customers have taken advantage of this customer-responsive application across several industries and applications – from a leading communications provider using the application for customer notifications and collections, to an integrated health services company for appointment reminders and rescheduling.
“The product allows enterprises to not only connect with their customers at any scale, but also handles all the inbound responses to avoid the expense of live agents providing routine information such as status updates,” stated Chad Wright, MicroAutomation’s Chief Technology Officer. “The traditional ‘message blast’ via phone, email, and text does not come close to providing this type of value and customer experience. The true ROI rests in the intuitive, automated handling of customers that respond to the proactive messages.”
Available as a cloud service or on-premise solution, MicroMessenger works with all industry leading IVR platforms. The application framework maximizes the ROI on existing technology infrastructure through improving customer containment rates by over 50% when compared to message-only outbound notifications.