Mavenir has rolled out new features to Mobile Business Contact, its cloud-hosted, contact center as-a-service (CCaaS) solution, with the aim of freeing up CSRs from being deskbound or tied to a physical location. It says this reduces the dependencies on network bandwidth and computer processing power and increases employee availability. 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.

Representatives can now choose any authorised phone number where they will receive the calls (mobile phones or landlines) either from the web console login screen or by dialing a special login number. When working remotely, CSRs will get a screen pop on the low-bandwidth web console when they receive a call on the device, leveraging CRM integrations such as Salesforce and Zendesk.

The features support business continuity during emergencies, such as the current coronavirus crisis, as well as decentralisation of customer support and service activities. This supports remote workers, providing more flexibility and a better work-life balance to help businesses retain workers. The features are also useful for businesses that need to provide customer service outside a traditional contact centre environment – such as those working in retail, repair and maintenance, and so on.

Omnisperience’s view

Mavenir’s new features go beyond the current pressing need for business continuity, or even businesses’ desire to insulate and prepare for any future crises. Remote working is not going to go away, so features that support new modes of working are now essential. But just as important is that this opens up new pools of workers to the support service industry, and helps retain current workers by providing a better work-life balance. In an industry that experiences such a high turnover of staff, this in itself is a great motivator for distributed and decentralised working.

Posted by Morgan Lewis

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