The CallVU Mobile Digital Engagement platform creates a highly engaging mobile digital experience that converges voice calls with interactive visual content. CallVU enhances voice-driven IVR services by providing an overlay of interactive digital self-service capabilities for smartphone users. The CallVU platform promotes collaboration between consumers and customer service agents to create a more productive and successful customer experience.
CallVU enables organizations to deliver a new engagement model to transform simple calls into a powerful digital interaction environment, thus making existing processes more efficient and effectives, and moreover, introducing new processes that were available only in a physical point-of- sale to be available now anytime anywhere.
For first time, customer multi-channel experience is transformed into an Omni-channel experience from the hand of the customer.
New Customer Journey
CallVU redefines customer journey, the customer starts a digital self-service interaction when he calls and continues with a digital experience throughout the journey.
CallVU is designed to support organizational business processes for sales and support.
The CallVU Mobile Digital Engagement enables organizations:
- Increase sales conversion with clear product offering
- Promotions – usage of in queue wait-time to promote services and Brand recognition
- Increased Self-service and Call deflection in processes such as
- Service: bill explanation
- Orders: new channels, packages, devices
- Tech support: FAQs, do-it- your-self, forums
- Real-time resolution – a collaborative environment enables CSR to resolute any case:
- Service: bill explanation
- Orders: share offer details
- Tech support: share fix procedures, and have customers send visual (photo) of their
setup or issue. For example a customer shares an error code photo / barcode to
- Process adherence – clear and readable confirmation script sent to customer for
- Reduce order returns – with clear understanding of customer at order stage, and
visual acceptance of deal terms
- Boost customer satisfaction with innovative, clear and respectful sales process.
- Increase first contact resolution – doing any possible transaction remotely.
- Reduce call handle time – remove the need to readout scripts and explain
Our Unique Proposition
CallVU holds unique proposition and patents in digital engagement and offers:
- Native solution for increased engagement and experience
- Real-time Collaboration and Co-browse – CSR sees what a customer is filling in a form
or considering in a basket in real-time as opposed to after-the- fact submission. This
way the CSR can support the customer decision to increase sales conversion and
assure a smooth interaction. Both parties can share rich media.
- Advanced Analytics for process measurement and ongoing improvement
- IVR Connectivity out-of- the-box integration to all leading IVR vendors
- Interactive, responsive forms for rich self-service in IVR stage
- Form builder application
- Co-fill interactive, responsive forms
- Rich Media promotions in Queue
- Post call Engagement – continue the engagement when call ends with additional rich
media and customer feedback collection.
- Out-of- the-box Integration to Amdocs platform
- Out-of- the-box Integration to Salesforce CRM
- Out-of- the-box Integration to NICE agent desktop
- Open media platform (with 3rd party solutions) to integrate additional digital services during a call.
- Proven track record in digital engagement.