Reduce friction for your customers that want self service via your mobile app.
Mobile technology has changed the way you communicate with customers—and raised the bar on the level of service they expect. If you can’t satisfy your customers’ demands for great service—they might just look to another company that can.
When you add Visual Interactive Calling (VIC) to your mobile app, help is available at the tap of a button. Identity and context delivered with the call help you provide better service and make your centers more efficient. Advanced authentication tools can secure every interaction. And VIC connects with leading call routing systems, so you typically don't have to switch platforms to use it.
What is Visual Interactive Calling?
VIC is a network platform and software development kit (SDK) that together enable secure, efficient, and user friendly transitions from mobile self-service to multi-media assisted service.
VIC doesn’t replace your mobile app or existing contact center technology; it uses advanced Real Time Communications technology and the intelligence of Verizon’s, reliable network to enhance the customer experience.
How does it work?
Your mobile development team imbeds VIC into your app using the Verizon SDK. Now your customers can simply tap a button to get help. With authorization from your server, Verizon sends the call to your contact center along with the caller’s identity and context. The agent can send graphical content to the user for a seamless, multimedia interaction to quickly and easily resolve the issue.
Features & benefits
Your customers will have confidence using your mobile app, knowing that help is just a tap away.
Users will enjoy:
- Fast, more intuitive interactions
- A multimedia experience with visual content
- A seamless transition with no need to repeat info
Your organization can benefit from:
- Better user experiences that build brand loyalty
- Strong authentication that helps reduce fraud and protect your data
- Enhanced agent efficiency while controlling costs
Our value proposition
Visual Interactive Calling Helps Reduce Friction
Adding VIC to your mobile app lets your customers get help seamlessly, without answering identity questions or re-explaining issues. This helps improve user experiences, build brand loyalty and differentiate you from competitors. VIC’s security features help reduce fraud and protect your sensitive data. Additionally, by delivering identity and context, and enabling multimedia transactions, VIC can improve agent efficiency and control costs.
The use of mobile devices continues to explode and the complexity of these mobile applications can require knowledge and skill sets beyond the capabilities of many organizations. We can assist in the development of mobile applications that will utilize VIC to drive a better customer experience, or assist with the integration between the mobile applications, intelligent routing engines or cloud/on premises based agent desktop interfaces and platforms.
The ever-evolving technology landscape requires organizations to pursue contact center strategies that can meet the demanding customer expectations and move at the speed of change to maintain a competitive edge. Verizon provides an end-to-end portfolio of professional services to create better experiences, drive measurable results, and mitigate security risks for your business. Our global professional services experts can help at every stage of the lifecycle; strategy, advising, planning, implementation, integration, monitoring, management and incident response services.
Visual Interactive Calling helps industries.