Automating omni-channel customer service: novomind increases channel diversity in novomind iAGENT

novomind iAGENT, novomind’s central communication platform, provides a cross-sector omni-channel solution for modern, individualised customer service. All customer queries end up in this communication centre, regardless of the channel through which they arrive. At CCW, novomind AG will present a new, dynamic self-service extension in novomind iAGENT: with a visual IVR, the voice call via smartphone becomes a digital door-opener for all available channels. A visual on-screen menu provides the key service options, with all channels quickly and easily accessed via the screen. “The visual IVR builds the bridge between mobile phone calls and omni-channel services,” says Stefan Grieben, CEO of novomind AG. “This saves time and ensures a positive customer experience.” Users can easily perform complex service jobs such as filling out or signing documents or exchange photos and videos in real time. This eases the workload for contact centres and increases customer satisfaction.