visual ivr

Combine rich digital interactive media with voice for an omni-channel customers experience in the hands of your customers

How It Works

  • VISUAL INTERFACE

    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.

  • AUTHENTICATION

    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.

  • COLLABORATION

    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
    efficient resolution

  • Promote Sales

    Promote sales with rich and
    interactive visual content

  • Upgrade journey

    Upgrade the customer journey to the
    mobile age