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

Zappix Mobile app on demand transforms the experience of Mobile customers by unifying multiple communication channels of phone messaging, web, and social network January 2016 www.zappix.com 1

Company Profile Zappix’s Visual IVR Platform positively Mobile app on demand • enhances the user Experience and • Boston HQ reduces CSR Calls and AHT • IP portfolio: o US Patents in Menu The Zappix Application Management navigation and CS call on Console enables the enterprise to Mobile perform on-the-fly changes to the Visual o Proprietary technology IVR app in minutes for building and maintaining Mobile app Value Proposition: on demand - Visual IVR • Cost Reduction Menus and integrating with existing IVR • Increased Customer Satisfaction infrastructure • Increase Revenue www.zappix.com July 2017 2

Zappix Product – Omni-Channel Customer Service www.zappix.com July 2017 3

Zappix Product – Mobile app on demand User opts-in on Livingston IVR and receives a Thanks for calling Livingston LLC. text message Click to use our visual call service for a better experience! www.zappix.com July 2017 4

Zappix Enterprise Solution Architecture Smart Mapping Personalization Analytics Dynamic Monitoring Powerful Management Console Sync, Update Web & Calls Service Company IVR Telephony Web Chat www.zappix.com July 2017 5

Zappix Product - Menu Editor • Build and edit smart 
 menus and app content • Edit menus o Changes automatically 
 distributed • Multi-channel o Phone, Web, Forms, Web Chat, Video, Audio, Images, PDFs, Email, Text Messaging, Facebook, Twitter, Navigation o Support for phone, extensions 
 & IVR menu navigation • Built-in calendar for off-hours and 
 weekend hours July 2017 www.zappix.com 6

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

Barriers to Internal Developing • High development costs • Development on multiple mobile platforms • Requires expensive constant updates o New OS versions o New handsets or resolutions • Hard to capture business processes o 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 July 2017 www.zappix.com 8

Visual IVR – Call Reduction Opportunities Cost Reduction via: • Reduction in agent calls • Reduction in Misdirect calls • Reduction in AHT • 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

Dialing Channel – Faster Visual Navigation • Visual IVR is easier to use o Eliminates customer 
 frustration o Increases Net Promoter Score o 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 o 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 Net Promoter Score Visual IVR Containment

Scalable Cloud Architecture Zappix (Monitoring)

Robust Architecture for Enterprise Integrations www.zappix.com July 2017 17

Security • App o Device Information is stored encrypted o Forms based personal information is not 
 stored after submission • Server o Data is stored encrypted on AWS servers o 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

Zappix Demo Zappix Demo www.zappix.com July 2017 20

Powerful Analytics Multi-Channel Data Performance Analytics Multi-Provider data ••Huge amounts of data ••Cross channel funnel data ••Huge amount of data collected ••Behavior trends – where ••Identify exit points and analyzed for each customers are likely to call (Disconnects and drops) provider ••Engagement on non-call ••Identifies potential off ••Compares one provider’s channels loading calls to other modes stats to a peer group of information ••Monitor wait time ••Aggregated data on ••Alerts response and ••Analyzes data through a multiple providers answering issues combination of inputs presents unprecedented ••Monitor response to ••Multi-Channel aggregated value changes customer feedback ••Compare behavior in ••Measuring Customer different demographics and Sentiments geographies

Zappix Enterprise Value Proposition Cost Revenue Generation Savings • Increase sales with targeted advertising • Reduces costly wait times with direct & lead generation access to the RIGHT customer service • Presents special targeted offers to path customers as they resolve their service • Redirects a customer to a non-voice issues service channel, saving agent/phone • User-friendly promotions - encourage costs call to action • Reduces call volume and hold times • Satisfied customers deliver a higher probability of maintaining brand loyalty July 2017 www.zappix.com 22

Zappix Enterprise Value Proposition Customer Real-Time Response to business changes Experience Update processes and add content • Update Data and integration to back- • end Emergency issues & special messages • 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 July 2017 www.zappix.com 23

Powerful Analytics

Powerful Analytics

Powerful Analytics

Powerful Analytics

Zappix Product - Back-End Integration • Real-time web services integration • Data integration using JSON o Validate fields or complete form o Update forms from API o Multiple API o Display results of calls in forms July 2017 www.zappix.com 28

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 www.zappix.com July 2017 29

Embed Zappix menu in any app • SDK for iPhone, Android • Preserve branding and look & feel • Control menu structure from Zappix management console • Implementation levels: o Option 1: Fully Embedded o Option 2: Contextual embedding ■ Embed specific menus sections in their context

Zappix Product - SDK July 2017 www.zappix.com 31

Powerful Analytics

Technical Advantages • 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 www.zappix.com July 2017 33

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 o Short cut all phone calls – getting directly to the service provider o Substantial reduction in call volume, call handling time o 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 Visua l – 
 Zappix converts annoying voice menus into smart visual menus One-stop app - The visual menu is also the portal for non-call service channels (e.g. web pages, social, chat, apps) www.zappix.com July 2017 37