Verizon Enterprise Solutions has introduced its Visual Interactive Calling service, which is designed to make it easier for consumers to connect with contact center agents without exiting a mobile app.
The technology is designed to enable retailers, banks, airlines and other enterprises to answer customer questions, complete orders or resolve issues through a streamlined channel of communication.
The software-based mobile CX service is designed to integrate smoothly into consumer mobile apps that are offered by companies. The service also includes:
Multimedia voice and mobile touchscreen interactions;
A path for users to move from mobile self-service to agent-assisted service;
The ability for agents to share visual content to improve customer assistance; and
Pre-authentication of inbound callers using an enterprise mobile app login, reducing exposure to telephone fraud.