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Enhanced 8YY & DID
A customized experience just for mobile callers. Taking full advantage of smartphone functions while improving conversations and saving operating costs.
According to Avaya, about 70% of calls to businesses originate with a mobile device
In the United States more than 55% of all households are mobile only, meaning they do not have a traditional landline phone
80% of Americans consider wireless service indispensable, according to CTIA
Automatically determine the caller's identify
As a mobile network operator, Evolve’s IMS looks up the caller’s identity before routing to the business or contact center. If we determine the caller is on a mobile phone, we can capture a variety of caller specific information that is preserved throughout the customer journey
Better experience for mobile callers
If the caller is on a mobile device, we can offer them a choice of moving to a digital experience. If they accept then a text message is sent to link them to the mobile web channel. Callers get faster access to the information they need and businesses reduce toll-free and agent costs
Streamlined routing
If a mobile caller opts for a digital experience they will be deflected to the mobile web. Landline callers and mobile callers who want to stay on voice are routed automatically to the target destination with no change to the original business systems/IVR
Caller information
Information about the caller obtained before the call was answered is passed to the digital or voice channel for personalizing and expediting the caller’s experience
