Brainstorm has updated its Dragon mobile engagement platform to incorporate a ‘call connect’ messaging function to automatically link customers with a company’s call centre.

Rather than waiting in a frustrating phone queue, the cloud-based service might be triggered by users via an SMS. Dragon then alerts the decision centre prompting them to name the man back. Businesses could also use the platform to alert customers to outstanding bills or fraudulent actvity and attach them with the relevant department.

“Many buyers lead busy lives, which may make it harder for organisations to maintain track of certain activities,” said Paul Wolf, CEO at Brainstorm. “As a result, people can often find themselves disconnected and ignorant of important information. By targeting a customer via the mobile device, Dragon not just helps organisations provide an easier level of shopper service, however it benefits the shopper by delivering them up-to-date information inside the palm in their hand.”