ClickSoftware has signed a partnership agreement with BackFlip Software to integrate BackFlip Process Communications On Demand for ISVs with ClickSoftware’s customer-interaction management application, called ClickContact.
ClickSoftware said that ClickContact enables automatic, on-going communication with the customer throughout the service lifecycle, including real-time communication on the day of service.
Integrated with ClickContact, BackFlip’s application for ISVs is reportedly designed to allow service organisations improve customer service by enabling timelier communication with their customers, service agents and technicians.
ClickSoftware claims that it partnered with BackFlip Software to enable service organisations to offer an improved level of service and customer experience by offering bi-directional, personalised multi-channel customer interaction. With both companies’ applications based on Service Oriented Architecture, integration was developed using open APIs.
According to ClickSoftware, the ClickContact application allows service organisations to offer their customers the ability to book and manage their own service appointments through a self-service module. Users can also select their preferred means of communication through which they would like to receive notification messages and interact with the service organisations.
Hannan Carmeli, president and chief operating officer of ClickSoftware, said: BackFlip capabilities enable us to offer our customers a more comprehensive service management solution including end-customer bi-directional communications and control of the service experience.
BackFlip’s Process Communications On Demand comes with a coverage for voice and text messaging networks.
