Ever since the inception of social media, there has been a marked increase in the number of contact center chat apps, each one claiming to outdo the other. But that perhaps is not surprising, considering that Web chat is gradually becoming an indispensable part of customer service.
Mutare, the latest to add to the long line of apps, unveiled its Secure Chat, believed to be the first of its kind that improves agent efficiency considerably and helps customers communicate securely.
Previously, agents could service only one voice call at a time, but with the current app, they can handle three or more chat sessions at the same time. This benefits the contact centers and customers as well. Contact center resources can be put to greater use, network costs are lowered, and a greater number of customers get access to support.
As the Secure Chat app has been developed as a white label offering, contact centers can provide customers fast and secure access to help right from their smartphone.
“It’s apparent that chat is catching up with, and will likely overtake, live phone support as the contact method of choice for customer support,” said James Emanuele, practice leader, Mutare Contact Center & Advanced Integration.
But, apart from the convenience for the customer and the benefit for the call center agent, the chat app scores on cost and security too, when compared to expensive voice calls.
Security has always been a sore point with institutions that deal with sensitive customer information and stringent federal data protection requirements have been an impediment to the addition of chat to their contact centers multimedia channels.
However, according to Emanuele, the PCI (News - Alert) compliant Mutare Secure Chat app addresses those concerns by supporting two-way encrypted chat sessions between agents and customers, enabling users to communicate sensitive information quickly and confidentially.
What’s even more significant is that the platform agnostic chat app can be easily integrated within the existing unified communications and systems, enabling companies to maximize their investment.
It’s well known that efficient agents and satisfied customers keep companies ticking, and Secure Chat is just one more example of why Mutare's Contact Center Solutions help create a single, cost-effective and secure platform to improve communications.
Edited by Ryan Sartor