Case Study #1 Breakdown
- Project Name
- Customer:
- Location: Worldwide
- Status:
- Status:
- Results
- Tags:
Streaming contact center
Engagement for improved security
Efficiency & CX
BACKGROUND, COVID forces 90% of agents to work from home leading to security risks accepting sensitive personal information (SPI)
Solution and Results
Secure remote payments & credit checks
Dynamic workflows adjust to regulations
Multi-lingual support across US and Mexico
40k agents, >300k transactions/month
Approaching 90% process completion rate
AT&T BUSINESS IMPACT, Current CallVU performance, benefits and ROI below. additional benefits are, Mitigate data risk with sensitive personal information (SPI), Enable thousands of agents to work remotely as needed without service disruption, Respect customer time with a more streamlined, digital experience
USE CASE ONE, Provide a more personal agent interaction. Then meet your rep
Build trust and loyalty with rep photo and details
Create personal connection for high touch sale
Easily segue into other collaboration use cases
Integrate active directory, automate profile creation
USE CASE TWO, Share visual information on products and services Cobrowse Web Pages allow
Compare packages and plans
Send product imagery and features
Collaborate in customer account portal
Build dedicated pages for customer collaboration
USE CASE THREE, Streamline CDE approval to eliminate “choke point”. CDE APPROVAL REQUESTS Allow
Streamline high volume internal process in collaboration tool agents are already using
Reduce time-to-approval to accelerate customer onboarding
Create a central, auditable record of all CDE approvals
CALLVU COLLABORATION, Streamline engagements with customer collaboration