Zappix, a provider of visual IVR technology for smartphones, has added the Zappix API Tool Kit for integrating with traditional and third-party voice IVRs.
The new Zappix API Tool Kit allows companies with traditional voice contact center systems to create a scalable, fully integrated visual IVR that dynamically pulls or pushes information between the visual and voice IVRs as needed. At the same time, without the need for expensive upgrades, a user’s smartphone will show the status of a call - including wait time, place in queue, and more. As part of the overall Zappix Visual IVR Solution, it provides streamlined programmatic access that extends and enhances the capabilities of a traditional IVR system to meet business needs.
"In a recent study, 77 percent of consumers said that valuing their time is the most important thing a company can do to provide good service,” said Zappix Chairman Avner Schneur in a statement. "Consequently, it's more important than ever to give consumers engaging choices for customer service interaction on their smartphones. We built the Zappix API Tool Kit platform to allow companies with existing IVR systems to communicate easily with the Zappix Solution and capitalize on its strength without compromising their existing in-place programs. By providing new communications paths and other capabilities such as a call status screen on smartphones, the Zappix Solution lets clients offer their customers better access to live or self-service voice and non-voice channels that increase user satisfaction and a company's Net Promoter Score (NPS)."