Tel Aviv, Israel, January 10, 2018 --(PR.com
)-- CallVU, the leading provider of innovative Omni-Channel solutions that enable organizations to engage customers in their channels of choice, has closed out 2017 with growth in virtually every area of its business. The company achieved several important milestones last year, including bringing on five new strategic partners worldwide, extending its reach to financial institutions and telecom service providers, and successfully establishing a significant presence in the North American market with several major customer roll-outs, including Fortune 500 companies. In 2018, CallVU will be capitalizing on the momentum built in North America by expanding its sales force and adding sales engineering and support functions worldwide.
2017 was the year of opportunity in digital self-service, CallVU found, based on its semi-annual survey of bank customers’ preferences in the United States. The survey discovered that consumers, including Baby Boomer and Gen X populations, continue to be interested in self-service options as a way to improve efficiency and gain confidence in their ability to execute simple banking-related tasks themselves. Such tasks include checking balances, transferring money, even paying a bill. More banks than ever are pursuing their own digital transformation by offering a variety of self-service solutions, including web, social, and apps.
“This was an explosive year for Omni-Channel adoption, as evidenced by the many new customers and partners we’ve been able to work with worldwide,” said Ori Faran, founder and CEO of CallVU. “In 2018, we’re expecting companies to introduce more non-human service options – both self-service and BOT driven, as well as hybrid solutions integrating the power of human and digital.”
According to Faran, three other key trends will become a prominent part of digital self-service in 2018:
1. emergence of the contact center as the new Virtual Branch;
2. movement from multi-channel and Omni-Channel concepts to a “post-channel” solution in which organizations will focus on value (services) rather than on siloed or roughly sewed channels; and
3. increased reliance on automated processes based on BOTs and artificial intelligence together seamless transition from non-human to human interactions and vice versa, will drive more consumers to use digital channels.
“With such progress in the acceptance of digital self-service in 2017, we found ourselves at the forefront of an incredible expansion that shows no sign of slowing down in 2018,” Faran said. “We’re looking forward to continuing our conversations with organizations about how CallVU can help them achieve their digital self-service goals.”
Enabling Digital Transformation
CallVU’s platform promotes digital transformation by expanding self-service capabilities and mobile digital engagement. Upon receipt of a service call, CallVU engages the customer with digital self-service using Visual IVR, enabling the customer to quickly and easily resolve issues without having to wait on hold for agents. Banks and other organizations can maximize the efficiency of their digital assets, such as mobile and website apps, serving them productively to callers during a live call.
Customers who still prefer to engage an agent enjoy CallVU’s rich collaborative environment because it enables them to share screens with agents, conduct video chats, browse, fill out and sign documents online, and much more, simplifying the customer journey and improving customer satisfaction.
CallVU offers an innovative Mobile Digital Engagement Platform that blends rich digital and interactive media with the voice channel. The company drives simple interactions to self-service and enhances meaningful interactions to a branch-like experience. CallVU’s platform comprises enhanced Visual IVR, collaboration, and Service BOTs. CallVU was named a Gartner Cool Vendor in Customer Service CRM in 2016. To learn more, visit www.callvu.com