Breakingpoint Mobile Solution complements enterprises' mobile self-service offerings to create a new kind of customer experience. It bridges between consumer mobile smart devices and live agents. The solution identifies when consumers need assistance; recommends next-best-channel for completing their transactions; seamlessly and effectively transitions the interaction to other channels when necessary, and transfers the interaction context to the agent's desktop; and facilitates multimedia communication between customers and agents during the interaction.
Breakingpoint Mobile Solution allows your enterprise to offer a smart customer experience to its mobile consumers via:
Influencing consumer interaction channel selection by recommending, in real time, the best channel to address their specific needs. The recommendation is based on continuously analyzing a multitude of data sources, which can include the customer’s intent and history, interaction context, contact center status, agent availability, and enterprise goals
Seamlessly connecting customers with the right agent when needed, bypassing the IVR, and transferring the customer’s intent and interaction context from the mobile app to the agent desktop
Enabling bi-directional multimodal collaboration, such as textual chat, picture sharing, and file exchange, between the customer and agent during the call
The platform for the new industrial revolution
There’s a wave of disruption sweeping across the business landscape, driven by social, mobile, cloud, and analytics. Customers are asking for personalized journeys that deliver what they want, when and where they want it. The opportunities are huge. The pace of change is historic. And the specifics are unique for every industry.
Salesforce has built the customer success platform for industries, giving you the solutions you need to adapt quickly, transform your business, and succeed.
A system of engagement:The customer success platform wraps around critical data and processes, frees them from silos, and connects everything to everything in a whole new way. Wherever people are, every engagement is relevant, meaningful, and personal.
Optimized for your industry:You know your industry, and you know what you need. Salesforce and our partner network tailor the platform and solutions to meet your sector’s biggest challenges and opportunities.
Deploy in days or weeks, not months or years.
Our unique, trusted architecture makes transformation faster and easier than you ever imagined. Cloud solutions deploy in a fraction of the time it used to take, for a fraction of the cost. And product upgrades are delivered automatically.
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