Technological advancements have continued to improve the way customers are able to communicate with businesses. The introduction of self-service options like IVR have made it possible to attain information at any time or reach a company even beyond working hours since the need to speak with a live agent is removed.
Now, SpeechStorm, a provider of phone self-service solutions is making it possible for one of its Middle East-based telecommunications clients to take their self-service capabilities another step further with video IVR services.
The client, Etisalat, will offer the video calling-based customer care services to its 8.5 million Egyptian customers in a bid to improve customer experiences and interaction times.
With the new service, which was delivered in partnership with Genesys, customers have access to commonly used features for changing preferences or gaining access to billing and other information and telecom providers have the ability to deliver compelling promotional content in audio and full-motion video format.
“Using Video IVR for self-service, customers can see all the options on the display of their mobile phone – no need to listen to complicated audio menus,” said Mohamed Afifi, Businesses Manager of Genesys Telecommunication Laboratories. “And at the push of a button, they can talk face-to-face with Etisalat’s (News - Alert) customer service representative.”
With Video IVR capabilities, customers have access to interactive menu driven applications they can see and hear. This also includes video calling that can connect agents with customers for live face-to-face chat if necessary.
The video IVR app is accessed by making a video call to a contact number that connects customers to content like video clips, menu options and other information on the screen. Not only will customers be provided with better technical support and self-help capabilities since they can see instead of just hear, but also with face-to-face conversations, customer loyalty and experiences can be further strengthened.
Video IVR, Hatim Badawi from Etisalat commented, can help to avoid customer frustration and can also benefit handicapped people: deaf and mute people, as they can be easily served via video calls or video self-service.”
Damian Kelly is SpeechStorm’s (News - Alert) director for Video IVR also noted that, “This is a very exciting development in the world of customer care and the benefits it is delivering to Etisalat are considerable.”
“Users’ expectations of mobile applications are increasing all the time. We’re experiencing huge interest in our Video IVR solutions for customer care, for mobile banking and for interactive advertising. Just as for Etisalat, these applications can deliver significant cost savings, open up new revenue streams and hugely enhance the customer experience.”
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi