Contact Solutions, a provider of cloud-based customer engagement products, announced this week the latest generation of its digital customer engagement solution, MyTime 3.0, offering enterprises an entirely new way to proactively engage customers with a persistent, continuous experience across digital channels, according to a press release.

Contact Solutions said MyTime is a patented digital engagement product that gives consumers convenience and continuity in high-value moments of need, which are increasingly while they are mobile and engaging with their smartphone. MyTime 3.0 includes a cloud-based engagement platform, SDKs for integrating capabilities into existing native mobile apps and website environments, an enhanced agent desktop portal and CRM integration. With the addition of MyTime Web, mobile and desktop Web environments can be connected to the MyTime customer engagement platform, enabling a consistent experience for customers across digital channels, according to the announcement.

Contact Solutions said that MyTime 3.0 places consumers in control of their experience with expanded self-service options and the ability to message an organization's representative directly without leaving the enterprise's native mobile app or branded Web experience. Organizations can now create a persistent, cohesive digital customer experience that traverses their website, mobile website, and mobile app — in any order or combination, ensuring that meaningful engagement follows customers throughout the lifecycle of interactions they have with the brand.  

Unlike traditional Web chat, built-in persistence enables customers to carry on conversations with the enterprise across digital channels at their convenience, with context maintained, according to the announcement.  Customers do not have to complete the interaction at one time, or repeat themselves if they have to restart the conversation later, regardless of whether they've stopped and restarted a customer interaction in minutes, hours, or days, and regardless of the device they to use.

"Supporting seamless, cross-channel, digital customer engagement is a critical need for the long-term health of the customer relationship," said Michael Southworth, CEO of Contact Solutions. "MyTime 3.0 is unlike anything else offered today — it's an entirely new way for enterprises to engage digitally with their customers,  giving customers unparalleled convenience that matches their mobile way of life. In the hypercompetitive world we live in, a more convenient experience can mean the difference between losing and keeping a customer."