NICE inContact, a NICE business, announced that CallVU is part of the DEVone development program and provides new intelligent self-service options for CXone customers on CXexchange. Companies using CXone can engage with customers in their preferred channels and will benefit from CallVU’s solutions including a rich digital interactive experience with visual IVR, advanced agent-caller collaboration and service bots that enhance customer experience and drive digital adoption.
CallVU’s Digital Engagement Hub enables:
- Call deflection to self-service and call volume reduction for agents
- First contact resolution, especially in high-value processes
- Handle time reductions for live agents
CallVU delivers enhanced digital engagement by diverting service calls to digital self-service, allowing customers to quickly and easily resolve issues without having to wait on the line for agents. Users can maximize the efficiency of digital assets, such as existing mobile apps and website apps, and serve them to callers during the live call. With the CallVU Collaboration Module, agents and callers can share rich content including images, videos and forms to enhance the overall interaction. Ultimately the overall rich multimedia experience opens new revenue streams, achieves higher digital usage, reduces costs and builds the organization’s digital brand.
“CallVU is excited for this partnership with NICE inContact and being part of CXexchange,” said Ori Faran, Founder and CEO of CallVU. “Our technology helps organizations to enhance customer experience across all communication channels while relieving the pressure from contact center agents. We’re happy to have these capabilities now integrated with CXone.”
DEVone offers partners broad tools and resources to enable independent software vendors (ISVs) like CallVU to create new applications on CXone, including extensive documentation and support, and access to an online developer community. Companies interested in how CallVU’s application works with CXone can visit CXexchange to learn more about the application and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.
“Our research emphasizes how important it is to give consumers a choice of interaction channels during their customer experience journey,” said Paul Jarman, CEO of NICE inContact. “Offering a Digital Engagement Hub as part of CXone improves the digital experience for consumers and drives greater efficiency in contact center operations. We welcome CallVU as part of the DEVone program and CXexchange marketplace.”