PARSIPPANY, N.J., Nov. 29, 2016 /PRNewswire/ -- Dialogic, a cloud-optimized applications and infrastructure solutions provider for service providers, enterprises, and developers, announced today that Lipigas, leading Chilean liquefied petroleum gas (LPG) distributor and an expert in energy solutions with operations in Colombia and Peru, has deployed PowerVille™ Visual IVR from Dialogic to provide interactive service ordering, billing, and account information through a visually-enhanced self-service portal accessible through their customers' smart phones or mobile devices. Telectronic, a long-time value-added reseller of Dialogic-based solutions, helped Lipigas develop and deploy the PowerVille Visual IVR-based application.
"Dialogic is at the forefront of developing cutting-edge applications to help its customers meet their business goals and stay ahead of the competition," said Jim Machi Senior VP of Product Management and Marketing at Dialogic. "Lipigas' deployment of PowerVille Visual IVR is a great example of how innovative companies across all enterprise sectors are engaging customers in new ways that combine self-service with real-time voice, video, and mobility to improve first call resolution rates, increase customer satisfaction, and free up live agent resources." While efficient operations and cost management are key concerns for Lipigas, the company also places great importance on customer satisfaction and the reputation of both its brand and products. As it faced increasing load on customer care resources due to higher demand for its residential and commercial energy solutions, it proactively sought out ways to reduce congestion on its contact center without compromising customer satisfaction. It selected the PowerVille Visual IVR application to enable an advanced interactive, yet intuitively simplified, customer portal as an alternative to traditional interactive voice response systems. The solution provides customer self-service capabilities in a two-way voice, video, and text enabled mobile-based application that allows customers to see, touch, and navigate through menus visually, as opposed to listening to lengthy prompts when ordering products or checking account information.