Brainstorm has updated its Dragon mobile engagement platform to include a call connect messaging function to automatically link customers with a companys call centre.

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

“Many people today lead busy lives, which can make it harder for organisations to keep track of certain activities,” said Paul Wolf, CEO at Brainstorm. “As a result, people can often find themselves disconnected and unaware of important information. By targeting a customer via the mobile device, Dragon not only helps organisations provide a better level of customer service, but it benefits the customer by delivering them up-to-date information in the palm of their hand.”