Zappix and Premiere Response Partner to Deliver Omnichannel Visual Self-Service Customer Care

Zappix, the leading On-Demand Visual Self-Service Provider, and Premiere Response, a leading domestic omnichannel contact center, announced a partnership to deliver innovative self-service customer engagement solutions.

Zappix, the leading On-Demand Visual Self-Service Provider, announced a partnership with Premiere Response, a leading domestic omnichannel BPO that supports the world’s most trusted brands. The collaboration allows the two companies to offer enterprise brands comprehensive and seamlessly paired visual self-service solutions alongside the high-touch care delivered by expertly trained customer service representatives for which Premiere Response is known.

Visual Self-Service is ideal to manage many of the common, sometimes tedious, customer care tasks within complex customer care programs. When partnered with highly skilled Premiere Response customer service, it frees up live agents to focus on more intensive, empathy-driven interactions.

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“Premiere Response supports high profile brands with a wide variety of contact types and customer engagements – from complex to simple. Combining our expert contact handling and customer care with Zappix Visual Self-Service solutions helps us enhance the customer experience without compromising quality,” said Beth Ziff, EVP, Customer Engagement, Premiere Response. “Premiere Response is committed to offering its clients exceptional customer care and continuous process improvements through efficiency identification and smart digital solutions. We’re confident Zappix fits this commitment.”

The partnership will join cutting edge Zappix Visual Self-Service solutions with the premium live customer service provided by Premiere Response to create customer care and crisis management capabilities perfect to meet modern consumer expectations.

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“We are glad to partner with Premiere Response and deliver modern, digital customer service technology and innovative, dynamic solutions that improve the customer experience for their clients,” said Yossi Abraham, Zappix President & CEO. “Visual Self-Service options will help Premiere Response clients improve both customer experience and KPIs.”

The Zappix and Premiere Response partnership creates an impressive combination of engagement and efficiency. When programs engage Zappix technology, callers who connect with their IVR are provided with an option to use on-demand self-service through the Zappix Visual IVR. When they opt in, the caller receives a text message with a link to the Visual IVR. The customer then resolves their issue using their mobile phone, all through user friendly visual menus. If the customer requires further assistance, the contact will be escalated to a Premiere Response live agent.