Unified Communications Featured Article

[24]7's Mobile Chat App to Optimize Experience for Optus Customers

July 17, 2014

Today’s tech savvy customers look for smart options, real-time solutions, and expect an omnichannel experience when they interact with customer service. Optus, the second largest telecommunications company in Australia, chose [24]7 as a partner to help improve the experience for its customers, and to save them time.

And, it couldn’t have chosen better; [24]7, the intuitive customer experience company, is reputed for its smart chat platform, 24]7 Assist, which enables customers interact with customer service agents from their mobile devices. It reportedly delivers 15 percent higher customer satisfaction and first contact resolution when compared with legacy chat platforms.

[24]7's customer engagement solutions include a cloud-based platform that combines predictive analytics and real-time decisioning. Its unified interface integrates customer profiles, external browsing and searches into a single window, enabling agents to pick up conversations with full context of customer intent.

It enhances the voice caller experience, reduces customer effort, and leverages analytics and optimized contact center software to make agents more effective.  Insights mined from every interaction make subsequent interactions better, and help improve operations. Hence, Optus customers will find interacting through the Web, chat, social media or phone, a breeze.

"Optus provides its customers with an omnichannel experience as they move from channel to channel using different devices along the customer journey,” observed Ananth Siva, managing director for APAC and EMEA at "[24]7.

[24]7’s mobile chat is optimized for mobile browsers as well as native apps (iOS and Android), and intelligently serves IVR callers as well, offering a rich interactive experience that supplements voice calls.

Optus, a [24]7 client since 2007, had hitherto confined its chat services to laptops and desktop pcs; by deploying 24]7's mobile chat capability in the Optus mobile app, the Australian company now gives customers another option to chat from.

"Optus is committed to providing a brilliant experience to our customers. The [24]7 solutions help Optus increase customer satisfaction and deliver innovative technology for customer service," said Rohan Ganeson, managing director, consumer sales, Optus.

Edited by Adam Brandt

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