Verizon today announced the release of a new app designed to provide customers with one-touch communications with contact centers and to enable them to have visual as well as voice communications with contact center agents.
According to research and consulting firm Ovum, 84 percent of surveyed consumers reported sometimes or always using the Web to get information before calling a customer service agent, and 64 percent would like easier access to live agents.
The new service, Interactive Visual Calling, from Verizon Enterprise Solutions, enables consumers to connect directly to a live agent from within a customer app to answer questions, help complete an order or resolve an issue.
With Interactive Visual Calling, a token is exchanged at the start of the communication, securing the call. The agent doesn’t see any personally identifiable information.
In addition to being able to tell a customer his or her recent transactions or other information verbally, the contact center agent will be able to display the information for the customer on the mobile device screen, an advantage when it comes to a list of transactions, flight options for an airline or other complex communications, according to Tom Smith, Verizon senior manager of customer experience innovation.
The solution uses WebRTC technology and currently is only available for mobile use, so the same capability won’t be available for someone communicating with the contact center via desktop (and Skype or a similar service) or landline phone, Smith said.