How It Works
Assets to display a visual interface that extends from the standard IVR menu into an interactive digital journey that complements every stage of the customer call.
CUSTOMER DIRECTED TO SELF-SERVICE OPTIONS
The system parallels the IVR software, directing the customer either through self-service options or to the right queue if a session with an agent is needed.
To maintain high customer security, identity verification is a “necessary evil.” CallVU offers a variety of convenient modern authentication methods for mobile customers to choose from, like fingerprints, drawing patterns, website or app credentials and, of course, traditional IVR authentication.
PRODUCT PROMOTIONS AND ADS
When customers are on hold, CallVU displays non-disruptive personalized product promotions and banner ads on their smartphones, generating up sales and cross sales.
The agent uses IVR and a CallVU widget with a co-browse feature to determine customer context from the self-service portion of the call and exchange visual information with the customer throughout the call. Agents can send web pages and digital forms to customers - and customers can complete and sign those forms with an agent’s help and even take and send photos to agents using their smartphone cameras. Increased interaction speeds up and improves service. Read more on the Collaboration page
POST CALL ENGINE
The call ends when the customer terminates it, activating the post call engine. The engine automatically logs the session and transfers the service request to the post call queue - all while continuing to stream digital media on the customer’s smartphone. The engine also continues to update customer information and issues a customer approval form and feedback survey, reducing the traffic load on the voice channel.
VISUAL IVR BENEFITS
Reduce Call Volumes
Reduce call volumes through fast and
Promote sales with rich and
interactive visual content
Upgrade the customer journey to the