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Visual interactive calling for government

    • Focusing on better engagement and improved customer experience will continue to be a marketplace differentiator for your agency.

    • Mobile technology has changed the way you communicate with customers—and raised the bar on the level of service they expect from you. Today, personalized on-demand attention isn't just a "nice to have." It's becoming the norm. Your users are getting accustomed to getting access anywhere—from any device—shouldn't yours expect the same?

      Visual Interactive Calling from Verizon gives your customers real-time access to contact center agents any time they need it, right from your mobile customer service app. That helps you deliver better, faster service while making your contact centers more efficient. Advanced authentication tools make every interaction more secure, helping you reduce telephone fraud. Plus, our service connects with call routing systems from a number of vendors, so you won’t have to switch platforms to start using it.

    • Streamline the customer service journey


    • Our interactive customer service solution lets you:

      • Give customers an easy way to transition from mobile self-service to the contact center.
      • Provide better self-service options and make customers less reliant on agents.
      • Allow agents to share visual content to improve customer assistance.
      • Pre-authenticate callers using existing mobile app login, reducing exposure to fraud.
      • Integrate with your current call routing platform using our VoIP inbound service.

       

       

       

    • Paso 1

      A customer needs assistance, so he taps an icon in your mobile customer assistance app.

    • Paso 2

      An agent receives a screen pop identifying the user and session context, and answers the call.

    • Paso 3

      The customer and agent can now share visual interactive content while speaking, helping solve issues quickly and efficiently.

    ¿Por qué Verizon?

    • Our interactive customer service solution lets you:

      • Give customers an easy way to transition from mobile self-service to the contact center.
      • Provide better self-service options and make customers less reliant on agents.
      • Allow agents to share visual content to improve customer assistance.
      • Pre-authenticate callers using existing mobile app login, reducing exposure to fraud.
      • Integrate with your current call routing platform using our VoIP inbound service.

      • Deliver benefits to your customers and your agency.

      • For your customers:

        • Quicker, more intuitive interactions
        • A multimedia experience with visual content
        • Control over when they engage an agent
        • A seamless transition, with no need to repeat info

        For your organization:

        • Extended reach of mobile services
        • Controlled costs from integrating with existing infrastructure
        • Improved agency efficiency with greater context
        • Simple sharing of visual information
        • Increased user satisfaction

        • Improving the customer support experience.

        • Your customers today are using their mobile devices in the private sector to with applications allowing them to book and change travel or lodging reservations, request special accommodations, schedule services, arrange for car services, or even manage their finances. In many instances they are probably finding that they often need help navigating that process, especially at the last minute and when an issue arises, customers get frustrated and abandon applications originally created to assist them in self-service. This can translate into a poor customer experience and compromised provision of services.

          • By including Visual Interactive Calling as part of your mobile application:

            • The customer can initiate calls from directly within the app via the Web Real-Time Communication (WebRTC) standard.
            • The call will be routed from Verizon to your agency's call center, where an agent will be able to instantly access the caller's name, location, and other CRM data your company has tied into your back-end helpdesk app.
            • The agent will be able to view the caller's mobile device screen, and push content onto that screen to provide prompt and interactive support wherever the caller initiated the call from the app.

            • Enhancing the Customer Experience.

            Visual Interactive Calling

            Wish you could combine the efficiency of mobile self-service with the individual attention of a contact center call? With Visual Interactive Calling, you can help:

            • Travelers make complex reservations changes on the go.

              If your customers are using your mobile app to book and change travel or lodging, request special accommodations, schedule spa services, arrange for shuttle pick-up, or seek concierge support, then you're probably finding that they often need help navigating that process, especially at the last minute in mid-travel. When customers get frustrated and abandon your application, this can translate into a poor customer experience and compromised provision of services.

            • Speed customer
              execution in banking.



              If your customers are using your mobile app to request account information, apply for credit and loans, report fraudulent account activity, transfer funds, and engage in other transactions, then you're probably finding that they often need help navigating that process. When customers get frustrated and abandon your application, this can translate into a poor customer experience and compromised provision of services.

            • Improve customer satisfaction in healthcare.



              If your patients and members are using your mobile app for things like registration, scheduling, provider search, forms submission, and medication refills, then you’re probably finding that they often need help navigating that process. When patients get frustrated and abandon your application, this can translate into a poor customer experience and increase volume to your staff or call center.

            Speak to a Verizon collaboration expert

            We have the expertise to help government agencies of all sizes take on their greatest challenges. Let us show you how Verizon and Cisco collaboration solutions can transform your government agency into a workplace of the future.

            FedRAMP hotline number is:
            1-877-297-7816