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Visual IVR FAQ (Part 2)

December 12, 2017

Common questions we hear from our future clients – and our thoughts about them.

By: Ori Faran, Founder & CEO of CallVU

In my last blog entry, I listed some of the questions we are hearing from prospects around the world. This week I would like to share additional questions with you – and answer them as best I can.

Q. Will customers activate the Visual IVR session?

A. Yes, experience shows that they will. CallVU VIVR is activated in two ways:

  1. If the user has pre-installed the service provider’s app (i.e. banking, insurance, etc.), the VIVR menu screen pops up automatically when a service phone call is dialed. This is made possible via an SDK embedded within the service provider’s app. Thus, the user doesn’t need to install any additional software on her or his device. How does this work exactly? Once a call is made, the caller begins to interact with the traditional IVR. However, when the user lowers his or her device to press a number selection as part of the IVR process, the VIVR menu appears on the screen in addition to the number pad. Experience has shown that the overwhelming majority of users intuitively engage with the VIVR.
  1. If the user does not have an app installed, VIVR is activated by sending the user a text (SMS) message with a link to the VIVR menu. The voice menu prompts the user to look at the screen and follow the link to the visual service. This app-free scenario ensures that all users, not just those who installed the app, will benefit from a better experience and simplified journey.

By offering the option of digital self-service – even to non-technical users – adoption rates and awareness rise in our experience.

 

Q. Don’t people call the contact center because they want to speak with an agent?

A. Not necessarily. Many customers call the contact center simply because that’s what they’re used to. Many would prefer a self-service option if they understood that it saves them time and hassle.

Thus, when implementing VIVR, it’s important to develop a “hybrid” model to allow callers use self-service if they prefer, yet still allow them to be directed to an agent at any given point during the process. With CallVU VIVR, even when a call is transferred to an agent, the entire service call log is visible to the agent – including all processes and actions taken by the user during session, both successful and unsuccessful. This lets the agent pick up from the exact spot where the self-service left off, ensuring a seamless and coherent customer experience throughout the journey. And when the agent hangs up the call, customers can continue the self-service session on their own.

 

Q. What about customer privacy and data security?

A. The importance of data privacy and security cannot be underestimated. That’s why CallVU’s Visual IVR platform integrates with any security solutions currently in use in your organization. Processing millions of calls a month, our platform allows users to authenticate using a wide range of tools, from simple username and password to advanced biometrics (voice, fingerprint, face recognition) and a combination of parameters (two-factor authentication).

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If you have any additional questions you would like us to address, please feel free to email them to: [email protected]