Mobile Development Framework

Your Customers are Mobile. Our Tools for Mobile Development are Your Competitive Advantage!

Delivering superior experiences to your mobile consumers goes far beyond mobile app development. Leveraging the built-in capabilities of smart devices means enabling convenient self-service, not just through mobile web and native apps, but also using the integration of voice, text (SMS), social channels like Twitter and over-the-top (OTT) messaging apps like Facebook Messenger.

Aspect CXP, our unique design-once, deploy-anywhere architecture, supports the reuse of developer resources, application logic and back-end integrations – giving your customers a consistent experience across channels and your business a complete picture of the customer’s interactions.

Our comprehensive Application Lifecycle Management Suite helps companies take full advantage of the power and ubiquity of today’s mobile devices to improve customer loyalty, optimize service, reduce contact center costs and gain competitive advantages.

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Offer “Disposable Apps”, Callbacks And More

Think beyond the mobile app. On average, only about 4% of your customers will become loyal, active users of your branded mobile application. For more sophisticated functionality like rescheduling appointments or bill payments, offer a link to a “disposable app” to the customer – with no download required.

Aspect CXP makes it easy with a mobile channel interface based on jQuery Mobile and HTML5 that speeds your business through process to bring your mobile web customer service applications to market fast. Gain access to a framework of drag-and-drop components for building apps that work across all popular mobile devices and easily implement user interface (UI) widgets like toolbars, listviews, buttons, form elements and animated page transitions. Integrate Google Analytics tracking for traffic sources, location/language demographics, devices, browsers, application utilization and more.

In addition, the Aspect Mobility Suite makes it possible to implement numerous technologies that improve the customer experience for mobile consumers. Easily implement proactive customer contact campaigns, visual IVR, text self-service, social self-service, callbacks and more.

Drive Satisfaction with Information and Experience Continuity

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Sometimes the best experience on a mobile device involves crossing channels. For some, this transition might involve delivering a link to a disposable app that prompts a customer to use text to complete a particular activity (such as an address change) where it’s a more suitable medium than voice. For others, it means looping in an agent to transition a Facebook Messenger conversation from self-service to agent assistance.

Your business can preserve continuity across channels with Aspect Continuity Server, by storing relevant customer states like previously completed interaction steps, previous transactions and IVR dropout points that can be accessed at the next touchpoint to ensure the transition is as seamless as possible.

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What is Mobile Customer Service?

Mobile customer service goes far beyond delivering customer service over a branded mobile application. While many companies have developed a robust, dedicated app, research shows that the adoption of these apps is less extensive than expected, with only 4% of consumers persisting as active users of a typical app a year after download. Still, mobile devices are ubiquitous, and companies can leverage other capabilities of these devices in conjunction with their branded mobile apps to deliver customer service. Some mobile customers will continue to use voice to interact with IVR or agents, while others will seek self-service via SMS text messaging, social media channels or new, over-the-top (OTT) messaging applications like Facebook Messenger.

A well-rounded mobile customer service strategy will deliver self-service with live agent backup on any channel the customer might choose, with augmentations, like links to HTML5-based, “disposable” web applications and visual IVR that further improve the experience.

 
 
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