FREE CONSULTATION
Partners | Resources | Blog      
241991961.jpg

Application Development

We have over 25 years of experience in the contact center industry developing custom solutions for Fortune 1000, Government, and International customers. With such a vast experience in custom programming and systems integration, we have developed a group of skilled individuals that can help you with your application development needs. Adhering to open standards, our application development team has honed their programming skills in .Net, Java, C, C++, and other programming languages.

In addition, our developers have experience in developing telecommunications and CRM applications that interface with popular telephony environments such as Avaya, Cisco, Unify, Aspect, Genesys, Interactive Intelligence, and others. With this broad base of knowledge, we are able to quickly design and develop applications for your contact center and customer service needs.

Our development team also has specific expertise in designing and developing speech-enabled solutions for Interactive Voice Response (IVR) systems on various platforms including Avaya Experience Portal, Enghouse Communications Portal, Genesys Voice Portal, Aspect Advanced Voice Portal (formerly Voxeo), Edify Electronic Workforce, Nuance, Lumenvox, and others. These custom IVR solutions focus on ease of use and are designed from the user’s perspective. Using our intuitive and personalized design approach, our IVR applications have been able to generate utilization rates that range from 60% to 90%.

IMPROVE CUSTOMER EXPERIENCE

  • IVR self-service applications that predict why your customer is calling
  • Engages customers in a personalized conversation
  • Containment rates can reach as high as 90%
  • IVR transitions to a channel your customers prefer to utilize

REDUCE OPERATING COSTS

  • MicroAutomation’s approach avoids costly application rewrites
  • Customers receive 100% ownership of the code base in the event that our clients opt to use internal IT resources for ongoing maintenance and support

IMPLEMENTATION

We conduct application development projects using a fixed price quote methodology. The process allows our clients to budget and approve projects without the fear of costly project overruns and change requests that drive original budgets up by 2-3 times. Our team of MAVENs utilize a WIT approach with our customer and do “Whatever It Takes” to develop a solution that addresses the original project charter.

We execute our projects using an agile Scrum approach that promotes a partnership with our customers. Our agile approach allows for change throughout the project lifecycle and provides our clients with 2-3 revisions prior to a production launch. The results are applications that meet ROI objectives and typically pay for themselves within the first year.

We do not burden our customers with the task of providing the first line of support on complex contact center solutions that involve multiple technologies, integration of disparate systems, and custom application development components. The same team that designed, developed, and tuned the solution provides 24×7 support. Our team remotes into your solution, diagnoses the solution, and restores it to production – with minimal or no involvement from your organization.

Resources

RECENT BLOG POSTS

New Call-to-action
MA-icon-reverse.png

"The MicroAutomation team did an amazing job during the project. Our partner was thrown a curve ball as they had to overcome the loss of key resources from our organization. The team at MicroAutomation was able to keep the project on track and the solution was completed on time and within budget. The selection of MicroAutomation for the cloud IVR was spot on. Both Voxeo and MicroAutomation were phenomenal partners to work with. The new solution offers significant improvements to the customer experience and lays a foundation from which we can continue to build a first class front-end for the contact center. I want to thank everyone for their hard work and dedication!"

Joe Testa, Senior Director, Customer Care Operations, Academy Sports + Outdoors
contact-bg.png

ARE YOU READY FOR THE NEXT GENERATION OF CUSTOMER COMMUNICATION?

Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:

  • How to identify and anticipate customer issues
  • How proactive customer engagement benefits your business
  • What your proactive customer engagement strategy needs to succeed

…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.