Vizolution launches image-sharing web chat

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Filed under - Archived Content

Vizolution has launched vChat, a web chat capability with images and electronic signatures.

The software has been developed for medium to large call centre environments where high customer traffic means that time savings, process efficiencies and higher level of customer engagement offer significant advantages.

The use of images should enhance the customer’s experience and help the adviser to explain complex issues and increase the customer’s understanding. All images can be approved by compliance prior the conversation with the customer to ensure that the engagement is thoroughly compliant.

An added bonus is that it enables the adviser to send documents securely to the client and receive back items such as pay slips and bank statements instantly in a secure environment. It also allows for electronic signatures so a customer can receive an application form or contract, sign it, and return it with qualifying documentation.

vChat is customisable and can be white labelled by banks and adviser firms. The whole web chat session is then captured for audit purposes. The audit trail includes all text, images and files shown to the customer, together with all customer responses and electronic signatures. This can be held securely for future review, establishing robust compliance evidence.

Bill Safran

One other key advantage is that it can be bolted on to existing systems and processes. It does not need input from an IT department and there is no need to alter existing infrastructure such as telephone systems. It takes very little bandwidth, so it can be implemented in a large contact centre without any need to improve connectivity.

“Our trial results show improved first-call resolution and a very positive experience for the customer,” said Bill Safran, CEO of Vizolution. “Current web chat solutions are extremely hampered by their ability to only show text messages, which means that it is only appropriate for very basic communications, i.e. not financial services. However, vChat allows an adviser to use advanced multimedia to explain highly complex products/issues to the customer.”

Author: Megan Jones

Published On: 8th Jan 2014 - Last modified: 22nd Mar 2017
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