Ahli United Bank the first in Bahrain to launch Visual Interactive Voice Response (VIVR) Service
AUB’s Visual IVR offers a new dimension of customer service.
As part of enhancing the client experience and providing market leading services, Ahli United Bank (AUB) has upgraded its existing IVR (Interactive Voice Response) system to the new Visual IVR. This latest service 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 unique VIVR system offers customers Visual Customer Service menu options on their mobile phones rather than listening to them. This enables them to navigate the menu quickly and easily without having to wait to hear all the available options. To present date, in Bahrain, no other bank offers the same service; making AUB a leader in the country to present this service.
The experience for the customer is unique and user-friendly. On calling AUB contact center, 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 will compliment voice messages with 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.
In addition, 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 continuously seeking ways to ensure that our customers are able to interact with us in the manner which is most convenient for them. With that in mind, we are delighted to be the first to offer the VIVR service to our customers.”