Contact Center
iweb
Making Voice ARS More Intuitive and Accessible
iweb seamlessly combines voice-based ARS with screen-based mobile web services.
By integrating with chatbots, voice bots, chat, video consultations, and more, iweb enables customers to engage through the channels they prefer.
/KEY FEATURES
Key Features
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Voice + Screen Auto-Link
Calling the contact center opens the web screen alongside the IVR
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Self-Service
Customers complete tasks themselves without voice prompts
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Multichannel Linkage
Switch between Talk, chatbot, mobile web, smartphone app and more
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Strong Security
Mobile antivirus, virtual keypad, SSL and other encryption applied
/BENEFITS
Benefits
- 01 Broad Environment Support Delivers customer service across web and mobile alike
- 02 One-Stop Handling One call, one session handles every task across services
- 03 Differentiated Features Events, product info and more that voice IVR cannot deliver
- 04 More Self-Service Fewer simple inquiries, more self-service, fewer agent transfers
- 05 Service Personalization Contact history analysis lays the base for per-customer service
/EXAMPLES OF ACTIVITIES
Use Cases
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Multichannel Integration
Links with web, mobile web, Talk, chatbot and smartphone apps
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Video Identity Verification
Switch from visual IVR to a video call for identity verification
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Screen-Based Add-ons
Product guides, events and other add-ons using the screen
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Customer Satisfaction Survey
Run satisfaction surveys on IVR service usage
/ARCHITECTURE
System Architecture
