Media collaboration, a trivial action in daily life, is now available for customer service and sales in any channel your customers choose to start their digital journey: either calling through the Visual IVR , a BOT, or invited by the agent in a phone call, customers and agents are also connected through the collaboration platform. They can exchange rich media, web pages and co-fill digital forms. Agents can co-browse the customer form for co-filling, and can co-browse the enterprise website to guide customers through. Customers can enjoy collaboration and co-browse from all devices – smartphones, tablets and desktop devices, and can even have a multimodal session – through a call in a fixed line and collaboration on a digital one at the same time.
In some support cases, co-browsing or having
customer sending a picture of problem reduces
precious back & forth time
Customer gets a clear and visible offer
with all supportive data to make purchase
decision in the moment of truth.
Customer accepts Ts&Cs fast,
accurate and saved into CRM
CallVU identifies the device operating system and activates the appropriate call flow.
When an agent wants to share data with the customer, he can initiate a session in a single click on the customer smartphone, tablet or PC. Agent/customer collaboration doesn’t require an app or plugin to be installed and can start with a text message. It can also be initiated from the organizational native app. A customer interaction that started with CallVU omni channel engagement in Visual IVR, continues seamlessly to collaboration when the customer is connected with the agent. Other options to collaborate can be implemented by predefined buttons in the website and even through email.
CallVU Collaboration module transforms the call center into a virtual branch. Enabling extensive, real time interaction between customer and agent, CallVU ensures that each and every service request is fully met.
Co-browsing increases the customer’s digital engagement and significantly enriches IVR and Visual IVR systems. Allowing customers and agents to share screens and review documents over any device, it makes every task and process simple. And while it enhances the customer’s experience, co-browsing also allows service agents to resolve issues without hassle and in far shorter time than with traditional IVR.
Digital forms management
CallVU’s Collaboration module provides an easy to use mobile branch experience with digital forms management, remote signature, and document review capabilities.
Simplify customer onboarding, money transactions, service signup and other daily processes with CallVU’s Collaboration module. Allow your customers to scan and sign documents online and in real time – even documents that require a hand-scripted signature – and close more deals, faster!
Bidirectional video chat
CallVU Collaboration module allows customers and agents to engage in bidirectional video chats, and take advantage of true “virtual branch” experience.
Using the video chats, customers can easily manage even the most complex transactions from the comfort of their home and office – while new customers can identify themselves over the service, and save the time and hassle involved in visiting a branch office for initial identification.
With CallVU bidirectional video chat, users can generate snapshots of their video stream, make annotations on screen, share images and co-sign documents. Every interaction becomes simple and allows agents to quickly resolve service requests.
Analytics and business intelligence
CallVU empowers call center teams with rich business analytics content, including:
- Business KPIs
- Impact of digital and visual interface vs. regular IVR.
- Usage metrics per user and user-type
- Usage metrics per communication channel
- Customer satisfaction metrics
- Service attrition