Highlights Improvements to Customer Loyalty Via an Engagement Strategy
March 14, 2013 – Orlando, FL: MicroAutomation, a leading provider of contact center solutions, announces that their MicroMessenger product has allowed its customers to successfully process over 10,000,000 proactive customer interactions in its first year of production release. In 2012, MicroMessenger became the first ‘Voxeo Connect Certified Partner Application’, combining its industry-leading campaign management tool with Voxeo’s hosted communications platform to enhance its cost efficiency, scalability and reliability.
MicroMessenger provides a personalized outbound and inbound customer experience, supporting all channels of communication. The advanced campaign management tool contains configurable business rules and logic to automate and control customer proactive interactions. MicroAutomation’s customers have taken advantage of this customer-responsive application across several industries and applications – from a leading communications provider using the application for customer notifications and collections, to an integrated health services company for appointment reminders and rescheduling.
MicroMessenger incorporates two decades of consulting experience and industry best practices from MicroAutomation with Voxeo’s proven architecture and global IVR cloud platform. MicroMessenger version 5.2 now takes advantage of Voxeo’s multi-channel self-service capability and supports bi-directional SMS text solutions to transition traditional one-way notifications into personalized interactive conversations. Â Companies across all verticals are using MicroMessenger to improve customer loyalty, drive revenue, and contain costs.
“The Voxeo platform has allowed MicroAutomation to deliver the industry’s best campaign management solution in a world-class hosted infrastructure, leveraging Voxeo’s 100 percent uptime guarantee and industry-acclaimed communications technology,” stated Chad Wright, MicroAutomation’s Chief Technology Officer. “Our customers continue to expand their product use as they appreciate their customers’ receptiveness to proactive notification, and the reliability of the underlying Voxeo infrastructure. We are now starting to see our customers effectively using MicroMessenger as a viable and valued alternative to their traditional inbound-only IVR.”
“We are excited to see the success MicroAutomation is having in serving its customers through their Voxeo-hosted application,” said John Amein, Senior Vice President of Product Management at Voxeo. “Their proven, easy-to-use MicroMessenger product, combined with our battle-tested bi-directional and multi-channel IVR platform, offers robust functionality for their customers’ critical applications. We’ve delivered billions of outbound notifications on the Voxeo platform, and we see proactive customer care using voice and mobile channels like SMS playing a larger, more strategic role in how companies interact with customers.”
About Voxeo
Since 1999, Voxeo has continuously unlocked communications in all its forms – voice, mobile, SMS, instant messaging, Twitter and more – and we do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100. Headquartered in Orlando with offices in Beijing, Cologne and London, Voxeo has torn down barriers to entry using open standards, disruptive innovation and a passion for problem solving that’s fueled by a company-wide obsession with customer success. Join our conversations: www.voxeo.com, blogs.voxeo.com, or twitter.com/voxeo