Case Study: a top 10 global bank boosts IVR containment and customer satisfaction with USAN Visual IVR

Financial Services institution simplifies IVR self-service by offering web mobile engagement solutions to its customers

A top 10 global bank faced the challenge of improving high opt-out rates within its IVR system, particularly when customers needed to provide complex information. These difficult interactions were causing transfers to agents instead of self-service completions. The bank partnered with vendor USAN to find a solution to boost its self-service containment and increase customer satisfaction.

USAN implemented its Visual IVR solution, a mobile engagement platform that presents IVR options in a graphical, web-based format. This allowed customers to complete complex tasks via their mobile phones, seamlessly integrating with the traditional voice IVR. By creating personalized, proactive customer journeys, USAN helped the bank increase its IVR containment rates by 5-12% across different business units, resulting in millions of dollars in cost savings.