Our flagship, Mindful Callback, is trusted by Fortune 100 contact centers to deliver a premier experience your customers will remember. Today, we’ve made it even easier to access for callers, and easier to manage for contact centers.

The IVR welcomes thumbs and voices.

Sometimes your hands are full. And that’s where your voice comes in.
With Speech Enabled IVR Inputs, Mindful now accepts speech inputs to register your callback, alongside dialpad support. Instead of pressing ones and twos, now you can say “yes” or “no” to conveniently confirm your spot in line.

Make your contact center work smarter.

When Mindful Callback is tuned right, your contact center has never looked so good. And to keep efficiency high, you need it dialed in to specifics.

Smart Rules puts this precision on a schedule, so you can adjust and customize more than 35 different callback settings to dictate exactly when a callback should or shouldn’t be offered—perfect for contact centers balancing shift changes, unexpected spikes in call volume, or end of day schedules.

You know your contact center better than anyone. And now Smart Rules has your back to make sure Mindful does the heavy lifting when you need it most.

Smart Rules is available today in beta, so you can email beta@getmindful.com to request access.

Synchronize pacing in the agent pool.

As agent populations change to meet demand, Mindful now follows with Dynamic Pacing.

Connected directly to your ACD or CCaaS platform, Dynamic Pacing monitors live queue metrics and agent availability, then adjusts Mindful Callback parameters automatically to match conditions throughout the day. This keeps you from an overpromise-underdeliver situation when it comes to offering callbacks.

With Dynamic Pacing, Mindful and your agent pool are tightly synchronized to make sure every callback experience is picture perfect.

Dynamic Pacing is available in beta with AWS Connect, Genesys Cloud, Five9, Twilio Flex, and Cisco UCCE. Email beta@getmindful.com to request access.

To make your notifications and deflection opportunities available to more people in more areas, we’re creating a messaging gateway that allows Mindful to connect to any messaging service.

With Mindful’s messaging gateway, you can go beyond SMS-based notifications for callbacks. Imagine using email to notify your customers about their upcoming callback, gathering more context about what your customers need with WhatsApp, or let customers cancel in Facebook Messenger if they’ve found what they needed before their callback.

You can expect to hear more about Messaging Gateway with Mindful Handoff later this year.

In the contact center, visibility is everything. With our new Mindful Insights, we’ve approached call data from both the 30-thousand-foot view as well as the granular front lines to give you peak operational accuracy.

History. Real-time. All the time.

Our new suite of historical callback analytics allows you to visualize, measure, and track every single aspect of callback performance and operations. And it all works alongside Mindful’s real-time dashboards.

We started with granular reporting on usage, callback performance, and SMS notifications, and neighbored those to high-level executive summaries so everyone in your organization can see how things have been going in your contact center.

Then, we opened up the data to show timeliness metrics, so you can dial in your punctuality.

But what good are metrics without the drill-down? Mindful Insights makes it so simple to dynamically dive into a specific day and time, or zoom out to understand holistically how Mindful is performing in your contact center. And with the ability to download and schedule report delivery, we’re bringing Mindful data to you right when you need it.

Your dashboards, our data. With APIs.

Along with Mindful Insights, we’ve opened access to our real-time and historical metrics API, so you can bring Mindful callback data into any wallboard, BI, or other dashboarding tool.

With all of these endpoints now available in Mindful, check out a few ways to really bring your contact center to life:

• Pull in Mindful’s real-time stats to display on your contact center’s wallboard.
• Program your aggregated metrics to be sent to managers and leaders to view alongside other valuable voice metrics.
• And go for the gold by piping in raw callback data into your BI or data warehouse of choice, allowing you to merge callback data into your existing call records so you can analyze contact center journeys and optimize your voice experience.

It’s all about more surveys in more places with our latest Mindful Feedback updates, allowing your customers to be surveyed more conveniently, while you can see everything come together.

Get more stars with QRs.

QR codes are incredibly flexible tools for nearly every business. And when it comes to feedback, now you can utilize your very own QR to direct customers to surveys in any online or offline environment. Mindful Feedback generates a QR for every web-based survey, so you can use it to hear from customers just about anywhere.

Give it a 5 or a five.

It’s not always convenient to use the dial pad as an input, so we’ve opened up Mindful Feedback voice surveys to accept both DTMF and voice inputs.

Calling all Genesys fans: things are heating up.

Knowing all the ingredients that led to a great or not-so-great score is key to a great CX strategy.

So we’ve updated our Genesys Cloud integration to sync even more conversation variables into Mindful Feedback survey interactions, allowing you to filter and report with even more detail.

And we’re sending it the other way, too! Mindful Feedback now writes survey score data back into the CCaaS platform, allowing you to see survey data right alongside the interaction record. No more jumping between systems to dig into an interaction!

We’re beginning this sync with Genesys Cloud, and will be rolling out more CCaaS platforms soon.

We’re already beginning to see worlds collide between contact centers, experience designers, and developers. As customers cross even more channels in the course of one journey, turning these touchpoints into true experiences requires the collaboration of every team tied to CX.

We’re already beginning to see this take place, as one major retail brand has removed it’s 800 number and now funnels all customer interactions through chat, powered by Mindful Scheduler.

Not only are they providing a seamless, singular experience when their customers need help, they’re able to collect so much more context on why they’re looking for help in the first place, in a way that’s much more efficient than just an IVR.

So we’re launching Mindful Developer Experience to give you key resources you’ll need in your digital transformation.

It starts with APIs.

We’re rolling out a fresh set of Mindful API endpoints to bring Mindful’s capabilities to your existing customer experience tech stack.

With the new Mindful API, we’re giving full access to raw historical call details from Mindful Callback, in addition to access to real-time metrics.

And more is coming.

Later this year, the Mindful UI is getting a dedicated Developer section, complete with easy access to documentation like API references and articles, and immediate access to sample code.

We’re also working closely to incorporate artificial intelligence like Google CCAI and OpenAI as we invest in the future of connecting customers with people when absolutely necessary, at exactly the right time, in a seamless experience.

It’s an exciting new way to break down silos in your organization and advance the customer experience forward, beginning with the contact center.