Zappix Mobile app on demand transforms the experience of Mobile - - PowerPoint PPT Presentation

www.zappix.com January 2016 1

Zappix Mobile app on demand transforms the experience

• f Mobile customers by unifying multiple communication

channels of phone messaging, web, and social network

Company Profile

• Mobile app on demand
• Boston HQ
• IP portfolio:
• US Patents in Menu

navigation and CS call on Mobile

• Proprietary technology

for building and maintaining Mobile app

• n demand - Visual IVR

Menus and integrating with existing IVR infrastructure

July 2017 www.zappix.com 2

Zappix’s Visual IVR Platform positively enhances the user Experience and reduces CSR Calls and AHT The Zappix Application Management Console enables the enterprise to perform on-the-fly changes to the Visual IVR app in minutes Value Proposition:

• Cost Reduction
• Increased Customer Satisfaction
• Increase Revenue

Zappix Product – Omni-Channel Customer Service

July 2017 www.zappix.com 3

Zappix Product – Mobile app on demand

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Thanks for calling Livingston LLC. Click to use our visual call service for a better experience! User opts-in

• n Livingston

IVR and receives a text message

Smart Mapping Personalization Analytics Dynamic Monitoring Powerful Management Console

Zappix Enterprise Solution Architecture

Sync, Update & Calls Web Service

July 2017 www.zappix.com 5

Telephony

Company

Web IVR Chat

www.zappix.com

Zappix Product - Menu Editor

• Build and edit smart 


menus and app content

• Edit menus
• Changes automatically 


distributed

• Multi-channel
• Phone, Web, Forms, Web Chat,

Video, Audio, Images, PDFs, Email, Text Messaging, Facebook, Twitter, Navigation

• Support for phone, extensions 


& IVR menu navigation

• Built-in calendar for off-hours and 


weekend hours

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Visual IVR Benefits

• Rapid development of a Visual IVR Experience that is integrated into

existing Voice IVR

• Create an full rich Visual IVR
• Tight integration into Call Center and CRM systems
• Brand identify implementation and robust control over look and feel
• Publish content changes instantly to Web and Mobile platforms
• Provide access to any available channel
• Support for HTML 5 (Web App) and Native app

Web

www.zappix.com

Barriers to Internal Developing

• High development costs
• Development on multiple mobile platforms
• Requires expensive constant updates
• New OS versions
• New handsets or resolutions
• Hard to capture business processes
• Implement changes for every platform
• Difficult to integrate with current customer service infrastructure
• Changes require IT/engineering resources (“Get a number”)
• Lack of response to real-time changes

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Visual IVR – Call Reduction Opportunities

• Text to move callers to app
• User can navigate the Visual IVR to control the voice IVR
• User can use alphanumeric inputs and a complex call flow

not possible with a voice IVR

• Move caller to self service channels

Cost Reduction via:

• Reduction in agent calls
• Reduction in Misdirect

calls

• Reduction in AHT

Dialing Channel – Faster Visual Navigation

• Visual IVR is easier to use
• Eliminates customer 


frustration

• Increases Net Promoter Score
• Reduces routing errors
• Visual navigation is 3x faster 


compared to Voice IVRs

Dialing Channel – “Ads/Messaging” during call

• Patented ability - visual “ad” or

messaging communication during the connection call process.

• Controlled by a non-technical person

from the Zappix management console

• Ads can be created, changed &

published in real-time to the Visual IVR

• Without writing any code.
• Specific “ad” display for each option

the user is calling about

Dialing Channel – Survey capabilities

• Robust Survey Capabilities
• Display after each interaction
• Customize different surveys for 


different interactions

• Detailed analytics including NPS 


report

Powerful Analytics

Visual IVR - Case Study

Visual IVR - Case Study

Visual IVR Containment Visual IVR Net Promoter Score

Scalable Cloud Architecture

Zappix (Monitoring)

Robust Architecture for Enterprise Integrations

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Security

• App
• Device Information is stored encrypted
• Forms based personal information is not 


stored after submission

• Server
• Data is stored encrypted on AWS servers
• Data communication is encrypted with AES 128
• HIPAA & 201 CMR 17.00 compliant

Sally Cooper Marketing Manager, Zappix sally.cooper@zappix.com (781)301-1063

July 2017 www.zappix.com 20

Zappix Demo

Zappix Demo

Powerful Analytics

Multi-Channel Data

• •Huge amounts of data
• •Behavior trends – where

customers are likely to call

• •Engagement on non-call

channels

• •Monitor wait time
• •Analyzes data through a

combination of inputs

• •Multi-Channel aggregated

customer feedback

• •Measuring Customer

Sentiments

• •Cross channel funnel data
• •Identify exit points

(Disconnects and drops)

• •Identifies potential off

loading calls to other modes

• f information
• •Alerts response and

answering issues

• •Monitor response to

changes

• •Compare behavior in

different demographics and geographies

• •Huge amount of

data collected and analyzed for each provider

• •Compares one provider’s

stats to a peer group

• •Aggregated data on

multiple providers presents unprecedented value

Performance Analytics Multi-Provider data

www.zappix.com

Zappix Enterprise Value Proposition

Cost Savings

• Reduces costly wait times with direct

access to the RIGHT customer service path

• Redirects a customer to a non-voice

service channel, saving agent/phone costs

• Reduces call volume and hold times

Revenue Generation

• Increase sales with targeted advertising

& lead generation

• Presents special targeted offers to

customers as they resolve their service issues

• User-friendly promotions - encourage

call to action

• Satisfied customers deliver a higher

probability of maintaining brand loyalty

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www.zappix.com

Zappix Enterprise Value Proposition

Customer Experience

• Improve NPS 


(Net Promoter Score)

• Unique and fun avenue for customer

service

• Removes the frustration associated

with traditional voice menu

• Customer feels empowered and in

control

Real-Time Response to business changes

• Update processes and add content
• Update Data and integration to back-

end

• Emergency issues & special messages

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Powerful Analytics

Powerful Analytics

Powerful Analytics

Powerful Analytics

www.zappix.com

Zappix Product - Back-End Integration

• Real-time web services integration
• Data integration using JSON
• Validate fields or complete form
• Update forms from API
• Multiple API
• Display results of calls in forms

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July 2017 www.zappix.com 29

Benefits for the Consumer

• Visual Menus: Quick, easy and fun way to

reach customer service

• Single App: No need to download an app

for every company

• Multiple Customer Service Channels:

Choose according to personal preference

• Combined Visual & phone channel
• “Favorites” & “Recent”: Optimized for

repeat calls

• Feedback: Post-call surveys
• Social Media: Communicate with

companies and share experiences with friends

Embed Zappix menu in any app

• SDK for iPhone, Android
• Preserve branding and look & feel
• Control menu structure from Zappix

management console

• Implementation levels:
• Option 1: Fully Embedded
• Option 2: Contextual embedding

■ Embed specific menus sections in their context

www.zappix.com

Zappix Product - SDK

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Powerful Analytics

Technical Advantages

July 2017 www.zappix.com 33

• Cloud solution
• No changes to the Call Center Software
• No special hardware required
• No software installed locally
• Zappix Management System for 


mapping customer service business process

• Minimal changes to the IVR
• Interface - required for personalized solutions through web

service

Market Validation

SDK Sample Implementation

• iPhone & Android platform

SDKs

• Platform-specific libraries
• Wraps Zappix HTTP calls to

Zappix APIs

• Sample projects with code

examples

Zappix HR implementation

• Access to all HR available information directly from the app,

in Real Time

• Short cut all phone calls – getting directly to the service

provider

• Substantial reduction in call volume, call handling time
• Reduction in HR agents
• Built-in survey tool
• Higher employee satisfaction
• Real Time changes as required
• Rich Actionable Analytics

Zappix Product – The Mobile

Single Point of Access From Voice to Visual – 
 Zappix converts annoying voice menus into smart visual menus

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One-stop app - The visual menu is also the portal for non-call service channels (e.g. web pages, social, chat, apps)