CallVU Offers Contact Center Collaboration at No Charge to Help Nice inContact Customers Respond to COVID-19

CallVU is providing contact centers with the ability to cobrowse, content share and video chat at no charge to help mitigate the impact of widespread brick and mortar closures

CallVU, the leading digital call experience platform, announced a program to enable contact centers using NICE inContact CXone™ cloud contact center platform to offer a more hands-on, interactive call experience at no charge for the first month. The goal is to help offset the impact of brick and mortar closures by bridging the gap between face-to-face in-store visits and calls into the contact center.

Mandatory social distancing has led to an unprecedented number of store and branch closures. These closures have made it difficult for brands to provide many of the services their customers and businesses depend on. Contact centers are under increased strain as more customers call in for services that would have typically brought them into a physical location.

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In an effort to help, CallVU is offering its contact center collaboration app with no monthly fee, commitment or contract for 30 days for current CXone customers. CallVU Collaboration makes the contact center feel more like an in-store experience by allowing agents to easily initiate a digital session with a customer to:

• Share screens with customers to quickly identify needs and provide faster, more effective solutions
• Annotate and whiteboard to deliver direct visual assistance to resolve issues and complete complex tasks
• Share relevant content between agents and customers such as documents, electronic signatures and pictures taken by customers
• Start a video chat to provide more personal, higher quality assistance to customers

“Brands are rushing to migrate operations to digital in response to the pandemic. This includes a significant amount of sales and service that was happening in retail locations” said Michael Oiknine, CRO of CallVU. “We saw that our clients were better prepared for this new reality and felt an obligation to increase access to these capabilities quickly.” As part of this program, CallVU has committed to deploy new clients within 48 hours.

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CallVU is working with NICE inContact to make collaboration capabilities immediately available to their clients. NICE inContact has also launched a major initiative to help keep contact center agents safe by moving them home.

“Our organization is helping contact centers around the world to ensure they have the resources and tools they need to meet the demands brought on by COVID-19,” said Paul Jarman, CEO of NICE inContact. “CallVU Collaboration provides more tools for agents working with customers to share information and engage in a more satisfying customer experience.”

CallVU is integrated with all leading contact center platforms. NICE inContact customers can find CallVU Collaboration on CXexchange.

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