[Singapore, 6th May 2019] vCloudx Pte Ltd (www.enablex.io), the next-generation communication platform provider, today announced its strategic partnership with Vion Consulting (www.vion-consulting.com), a leading provider of customer experience management solutions. The new partnership will allow businesses to revolutionize their contact centre by moving away from the traditional IVR into an engaging and customizable Interactive Video-enabled Visual Response (IV2R) system.
“As more and more consumers move online, businesses are finding new ways to engage customers and provide immediate advice, support, and resolution without losing the personal touch. Embedding high-quality video calls into customer engagement workflow provides an enhanced user experience when compared to the traditional contact centres or Interactive Voice Response (IVR) systems that lack face-to-face engagement” said Pankaj, CEO and founder of vCloudx Pte Ltd.
The next-generation IV2R is an omnichannel solution that allows customers to enjoy the cutting-edge web, mobile, and rich self-service solutions without having to wait in the queue for an agent or go through the frustration of dealing with an IVR. Instead, customers have the option of seamlessly connecting to IV2R sessions from their mobile device and navigating instantly – through visually guided, user-friendly menus – to help with their transactions. With IV2R, customers can at any time switch to a video call with a live agent if they need any additional help. The “See-What-I-See” experience allows the agent to get a full view of the customer’s problem, allowing him/her to quickly and accurately assess and address the customer’s needs. The agent could even provide remote repair and installation advice and conduct product demonstrations on the spot.
“We are delighted with this partnership as it helps to differentiate ourselves from the rest of the contact centre software providers by offering a more interactive and contextual customer engagement using vCloudx’s real-time video communication platform. The visual display of a more granular self-service option and personalized video calls to the call centre at any point during the interaction drastically improves customer experience” said Sumit Dhar, CEO and founder of Vion Consulting.
About vCloudx Pte Ltd
vCloudx, a real-time communication platform provider, develops and manages the EnableX platform. Equipped with feature-rich APIs, it allows developers to easily and rapidly integrate live video, voice, and messaging communication into websites and applications. Its carrier-grade, scalable and modular design platform provides developers with the creative freedom to pick and choose the calling or broadcasting features while ensuring low latency and high reliability.
vCloudx is headquartered in Singapore with offices in India and Japan.
About Vion Consulting:
Vion Consulting gives its customers a redefined ‘Customer Acquisition and Engagement’ experience. It delivers the unparalleled ability to know and act on consumer intent. By applying the power of big data and machine learning, Vion’s ultimate vision is to develop predictive models to automate customer interaction in multiple languages across different communication channels such as email, social media, messaging, web chat and mobile apps. Vion’s comprehensive portfolio of support and optimization services ensures customer service experience and business results keep getting better over time.
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