Max Boosts Adoption of Digital Customer Service Using Visual IVR
Customer Company Size
Large Corporate
Region
- Middle East
Country
- Israel
Product
- Visual IVR
- Jacada Interact
Tech Stack
- Omnichannel Engagement
- Multimodal Interaction
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Use Cases
- Remote Control
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Max, formerly known as Leumi Card, is one of Israel's premier financial institutions. It offers a comprehensive range of financial services, specializing in card issuing, acquiring, and processing services, along with other payment and credit solutions. The company has a strong presence in the digital space, with its mobile app enjoying extensive self-service options and high customer adoption. Despite this, Max continues to handle a substantial volume of interactions through its contact centers, particularly over the phone, which prompted the company to seek innovative solutions to enhance digital engagement and streamline customer service processes.
The Challenge
Max, a leading financial institution in Israel, faced the challenge of increasing digital adoption among its customers, despite already having a high level of mobile app adoption. The company managed a significant volume of interactions through its contact centers, particularly over the phone channel. To address this, Max sought to explore options for digitally engaging their callers to further accelerate digital adoption and reduce the reliance on traditional phone interactions.
The Solution
To address the challenge of increasing digital adoption, Max implemented a Visual IVR system that presents callers with a visual menu on their smartphones. This system not only provides a web version of the existing IVR but also quickly directs customers to relevant digital assets on the website. Additionally, it connects customers to contact center agents when necessary. The solution also includes multimodal and omnichannel engagement, allowing customers to engage digitally while speaking to contact center agents over video and voice channels simultaneously. This approach aims to enhance the customer experience by providing seamless and efficient digital interactions.
Operational Impact
Quantitative Benefit
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