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.
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.
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