LV= is to pilot the use of Vizolution’s vScreen to deliver an augmented call centre experience using visuals to improve the end-to-end ‘customer journey’ in its life and broker insurance divisions.
VScreen allows advisers to replicate the experience of a face-to-face interview via remote technology at the customer’s convenience, and in a secure environment. It means advisers can show the customer product and regulatory information in real-time and the customer can confirm their understanding via a digital signature.
All documentation shared with the customer can be saved securely onto their electronic device for future reference.
Customers don’t need to download any software as vScreen operates over the internet; all that is needed by the client is access to the internet from any device, whether a PC, Mac, tablet or smart phone.
The vScreen technology is designed to eliminate all issues with firewalls, pop-up blockers, downloads and other computer settings.
Rod Willmott, fast track director of LV=, said: “LV= is always on the lookout for innovative ways to improve our customers’ experience and we decided to explore Vizolution’s vScreen to help shape the next generation of call centre experiences.”
Bill Safran, CEO of Vizolution, said: “LV= has more than five million members and customers so we are very pleased to be working with them. We are confident that by adding a visual element through the use of vScreen it will enable higher levels of customer interaction, understanding and engagement.”