Agent-Led Collaboration

Agent-Led Collaboration makes live caller engagements faster and more satisfying for customers. Empower agents with digital customer experiences they can send and complete with customers during the call. Accelerate customer calls and improve FCR by making problem-solving effortless for customers and your agents.

Easily offer digital options for any customer need

Agent Portal
Easily walk customers through pre-built workflows that streamline calls and automate agent work.
Custom Tools
Digitize and automate any business process that is leading to long call times, multiple callbacks or poor satisfaction.
Multi Channel
Agents decide when to initiate a collaboration session and send invites over SMS, email or chat.
Desktop Integration
Connect agent-led collaboration to your existing agent desktop for seamless workflow integration.
Forms and eSign
Complete acknowledgment and approval steps live on agent calls for faster time to value.

Proven with millions of customers every month

Agents delivering digital customer service daily

Pages of paper saved with digital contracts and agreements

Inbound calls diverted to digital self-service automaton

Automate any step in the customer journey

Shorten Call Times

Digitize and automate your more complex call types to accelerate resolution and improve CSAT.

Shorten call times with Callvu Agent-Led Collaboration
Convert more sales with Callvu Agent-Led Collaboration

Convert More Sales

Sell more effectively with visual aids. Complete esignature and onboarding steps on the call.

Automate Agent Work

No more switching between platforms. Replace transcription with fast customer data entry during the call.

Automate agent work with with Callvu Agent-Led Collaboration
Empower agents with instant screen sharing

Instant Screen Sharing

Help customers get answers and make choice with one-click screen sharing. 

Add Digital CX Without Changing Platforms

Callvu creates a digital customer experience layer for any CCaaS. No rip and replace. 

Add Digital CX Without Changing Platforms
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Customer-obsessed leaders love Callvu

"Callvu allows us to quickly address customer pain points with easy-to-use digital self-service options that cut support costs and increase customer satisfaction."

David Williams
Vice President, Automation, AT&T

"Callvu powers our Visual Call Center, giving customers the option to self-serve via SMS. 400,000 customers now choose self-service monthly, and the figure continues to climb."

Anca Radu
Product Manager, eCommerce, BT

"Callvu has enabled MOST Technologies and our clients to shorten development time by 90% for digital collaboration experiences between customers and agents."

Omry Genossar
Vice President, Products, MOST Technologies
CIO Review Logo Image
TechCrunch - Digital Customer Experience Solutions
TechCrunch - Digital Customer Experience Solutions

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Agent-Led Collaboration FAQs

What is Agent-Led Collaboration?

In customer service, Agent-Led Collaboration augments traditional customer support by offering agents the option to screen share with customers to work more efficiently to complete tasks or resolve issues. Agents and customers can share screens seamlessly to co-browse web pages, co-fill in data, compare plans, request uploads, and more. Agent-Led Collaboration significantly shortens average handle time (AHT) on complex service calls such as onboarding and service requests, especially when agents can co-pilot with customers through multi-step digital forms, secure eSign, payments, billing, and document management use cases.

Why is Agent-Led Collaboration valuable?

The co-piloted digital experience of Agent-Led Collaboration reduces contact center costs. It increases agent productivity to reduce cost-per-call (CPC), shorten average handle time (AHT), and increase first-call resolution (FCR). Faster resolutions contribute to a sense of being well-cared for, which improves customer satisfaction (CSAT) and grows brand loyalty. 

What are the best practices for Agent-Led Collaboration?

Agent-Led Collaboration solutions that follow the following technology, integration, and monitoring best practices will maximize agent productivity and reduce contact center costs. 

  • Seamless Integration: The best Agent-Led Collaboration solutions integrate with any cCaaS agent desktop for seamless workflow integration. 
  • Premier Technology: High-performing Agent-Led Collaboration solutions are based on leading cloud-based infrastructure to ensure real-time customer-agent interaction without delays. 
  • Continuous Improvement: Survey agents, monitor key performance metrics, and collect customer feedback to identify what works and opportunities for improvement.

How does Agent-Led Collaboration help companies reduce costs?

Agent-led collaboration helps companies reduce costs by adding digital CX capabilities to their contact centers without changing platforms (no “rip and replace”). It also makes caller engagements more efficient, shortening average handle time (AHT), improving first-call resolution (FCR), and reducing cost per call (CPC). Shorter agent-caller engagements lead to reduced call volume and wait times, improving customer satisfaction, customer retention, and increasing customer lifetime value (CLV). 

How does Agent-Led Collaboration improve customer satisfaction and CSAT?

Agent-Led Collaboration empowers agents with the tools to co-pilot digital experiences that help them more efficiently resolve customer requests. Shorter handle times and higher first-call resolution contribute to the overall reduction of inbound callers and, therefore, wait times. Whether your company is D2C, B2C, or B2B, shorter wait times and faster resolutions improve customer satisfaction and CSAT.

How does Agent-Led Collaboration take pressure off contact centers?

Agent-Led Collaboration takes the pressure off of contact centers by making agent-caller engagements more efficient and making problem-solving effortless for customers and your agents. Agent-Led Collaboration empowers agents with the tools to share customer screens from within their desktop to co-pilot digital experiences that improve first-call resolution (FCR), shorten average handle time (AHT), automate post-call work, and drive higher conversion.

What are some common use cases for Agent-Led Collaboration?

Some common and very successful use cases for Agent-Led collaboration include streamlining sales and accelerating processes.

  1. Support: Agent-Led Collaboration accelerates processes by streamlining data collection into a single digital workflow that ensures complete compliance and policy adherence. Agents can instantly and securely collect information from customers, such as claim evidence for insurance companies or financial records for mortgage applications. While on the phone with an agent, customers can use the camera on their smartphone to instantly submit essential information, such as photographs for insurance claims or proof of identification for applications.

 

  1. Sales: Agent-Led Collaboration significantly improves the remote sales process by empowering agents with the tools to perform tasks like visually comparing plans, reviewing policy highlights, and presenting marketing materials in a collaborative session. As soon as a customer shows interest, agents can help co-fill necessary forms, request photo uploads of identification, and capture electronic signatures to immediately complete the sale. These capabilities lead to more effective sales, and the ability to capitalize in the moment of interest improves conversion rates and minimizes customer abandonment.

What should I look for in an Agent-Led Collaboration Solution?

Essential qualities to look for in an Agent-Led Collaboration solution include low risk, seamless integration, enterprise support, and performance tracking.

  • Low-Risk: A great Agent-Led Collaboration solution has minimal barriers to entry, such as low upfront costs, a short implementation timeline, and a pay-per-use model that makes it low-risk to test the ROI of a few key micro-journeys. 
  • Integration: The best Agent-Led Collaboration solutions break down data silos. It should seamlessly integrate with your existing tech stack (CRM, Payments, Commerce) and agent desktop for a seamless agent workflow.
  • Enterprise Support: Select a solution with an expert integrations team that pioneers best practices in customer experience, data integrations, and user interface design. 
  • Performance Tracking: An ideal Agent-Led Collaboration solution includes a reporting desktop to track usage and success metrics.

Where can I get more information on Agent-Led Collaboration?

Our team would be pleased to share a demo of our Agent-Led Collaboration solution. Just fill out this form or visit the Callvu homepage. We'll show you how we integrate Agent-Led Collaboration into your agent desktop as part of a comprehensive customer relationship management strategy.