Because voice is the costliest channel, contact centers are under constant pressure to reduce average handle time (AHT), increase first call resolution (FCR), and make calls effective. It’s not easy.
Customers pick up the phone when they need to resolve complex intents and transactions (see Deloitte survey results, below). But when these calls get routed to an agent, agents may have to read lengthy documents and go through complex details out loud, which increases call time and, not coincidentally, customer frustration.
Today, most customers call companies on a smartphone or similar device, which presents a significant opportunity for call centers to add visual, interactive content to enrich conversations and simplify complex intents. According to the CX Reality Check report, 93 percent of customers believe sharing visual information improves support and product experiences.
Imagine giving voice agents the power to walk customers through complex information using personalized visuals—such as comparing phone plans, considering hotel options, or reviewing terms and conditions.
The interactive multimodal voice experience goes far beyond the typical phone call. Upgrading your voice channel to incorporate interactive imagery enables your company to meet the expectations of today’s digitally minded consumers, increasing customer satisfaction and boosting engagement while simultaneously reducing AHT and increasing FCR.
Transform the customer experience across various industries by modernizing your voice channel with visual content.
Financial Services organizations boost collections, reduce AHT, simplify compliance, and increase conversions by pushing personalized content to customers.
Travel and hospitality companies increase sales conversion by showing travelers their options—flights, hotel rooms, car rentals, and more.
Telecom companies let subscribers activate and manage their accounts and add visualization to a range of journeys.
Retail companies boost sales when their customers see all the options for themselves.
The 7.ai Engagement Cloud™ platform includes 7 Active Share™, a product that empowers voice agents to deliver personalized, interactive digital content right to a caller’s smartphone or other mobile device. Active Share works natively on web browsers without requiring any plugins, apps, or add-ons, or significantly modifying your existing voice infrastructure.
How it works: Agents invite callers to a secure live-sync session via email or SMS and then push digital content, via active cards, to the customer’s screen. Callers view and interact with the active cards without needing to log in to a website or grant control to the agent, even when agents choose to co-view and co-browse the active card for greater collaboration.
Co-browse is limited to the current website experience while Active Share creates new ways to interact. Agents may customize active cards using the card designer tool and repurpose them across other digital channels.
Whether you’re looking to elevate voice calls or add rich interactive content to all your customer service channels, 7.ai has a framework to match your needs.