CallVU provides a visual presentation of information and process in place of, or in addition to, IVR—improving and evolving beyond the current voice-only experience for customers and driving digital transformation and adoption.
CallVU redefines customer engagement by serving digital, self-service content over non-digital channels such as voice (phone). Employing its advanced Visual IVR technology, CallVU allows organizations to engage customers in their channel of choice, matching the right channel to intent, carrying context between channels and integrating digital and voice interactions.
CallVU’s innovative and easy-to-adopt Digital Engagement platform augments Visual IVR with Collaboration tools and Service BOTs, blending rich digital and interactive media with the web, app, voice and social channels, all according to customer preferences. In doing so, the company provides a seamless and satisfying omnichannel customer experience and a fully collaborative—fully digital-agent-customer environment.
CallVU cooperatively diverts customers to efficient digital self-service with a progression of helpful content from multiple channels. By enabling customers to switch at will among service channels, CallVU can deliver customer experiences that are far more engaging. Customers and organizations both benefit from a rich and pleasing experience delivered via visual IVR, enhanced collaboration tools, and customer-service bots regardless of whether a client is interacting via a phone call, FB messenger, mobile device or any other convenient channel of choice.
CallVU provides a self-service journey to customers in their channels of choice, by overlaying existing digital channels with social and messaging channels. Diverting simple information requests to a self-service process through engaging media boosts customer acquisition and retention.
Using a traditional IVR system, a CallVU customer in the US, a major financial institution, experienced very high latency in customer service, where the mean time for resolution was almost 30 minutes. By implementing CallVU, the organization boosted its service level, reducing customer wait time to a mere 3 minutes while slashing the number of steps of the average contact from 17 to 5.
CallVU improves the customer experience by providing pleasing and efficient engagement seamlessly across traditional and innovative digital communication channels
CallVU is on a mission to deliver superior digital engagement in every customer’s communication channel of choice. Serving major institutions from telcos, banks, retail companies and other heavily customer-oriented service organizations, CallVU continues to innovate industry-specific customer engagement solutions.