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News : AUB Launches Visual Interactive Voice Response Service

#contactcenterworld

Manama, Bahrain, MAY 27, 2019 -- Ahli United Bank (AUB) announced upgrading its IVR (Interactive Voice Response) system to a new Visual IVR. The latest service, AUB said, allows customers to communicate with the Bank’s Contact Centre through a Visual Interactive Voice Response (VIVR) system when they call AUB’s Phone Banking. The system offers customers Visual Customer Service menu options on their mobile phones rather than listening to them. On calling AUB contact centre, customers will be prompted to convert their IVR call to a VIVR session.

If customers opt for the VIVR option, a secure link will be sent via an SMS. The customer has the option to start the video banking session of VIVR by logging in and proceeding with the requests/transactions. The new VIVR service, AUB said, will complement voice messages with a visual representation of IVR menus on their smartphones, enabling quick and easy menu selection. At any point during the call, the customer can opt to speak to Contact Center agent.

Besides, customers can experience this service by clicking on the Visual IVR link on AUB’s corporate website. Hearing impaired customers can also view their account information and transact using Visual IVR service from AUB’s corporate website. AUB’s Deputy Group Chief Executive Officer for Retail Banking, Suvrat Saigal said, "We are delighted to be the first to offer the VIVR service to our customers."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newsofbahrain.com

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