Virtual Office for Customer and Partner Care
Guided and traceable digital processes
Personal assistance when needed
API integration
Guided digital processes, with support or video-based personal assistance
OVAC enables the configuration of guided digital processes in which customers and collaborators can move forward independently and request personal support via messaging or video call whenever they need it.
For higher-value or more complex processes, OVAC can incorporate scheduled video appointments as part of the process itself, together with document exchange, electronic signatures and other actions.
In both cases, the entire process remains fully traceable from start to finish.
When the process requires video-based personal assistance
OVAC can incorporate one or more scheduled video appointments into processes that require the involvement of a professional. The following video shows this model of service, in which the video call forms part of a broader process that may include identification, document exchange, electronic signatures and other actions before, during or after each appointment.
Financial sector
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- Onboarding, KYC, video identification and proof of life.
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- Claims and litigation: remotely conduct certified video meetings with multiple participants from different companies.
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- One-step remote contracting after consultation.
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- Product contracting with multiple signatories in different locations.
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- Digital claims with tracking and on-demand assistance.
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- Video service for high-value or special segments, such as non-residents.
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- Video service for people without digital skills to carry out DIY processes.
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- Remote execution of non-digital processes in mass channels where a personal visit is required.
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- Personalised attention in crisis situations (theft, accidents…).
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- Video interviews with evidence.
Utilities
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- Onboarding, KYC, video identification and proof of life.
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- Claims and litigation: remotely conduct certified video meetings with multiple participants from different companies.
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- One-step remote contracting after consultation.
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- Video service for high-value or special segments, such as non-residents.
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- Video service for people without digital skills to carry out DIY processes.
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- Guided management of enquiries and incidents with personal support.
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- Field services and evidence gathering video inspections.
Healthcare Sector
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- Reliable patient identification.
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- Claims and litigation: remotely conduct certified video meetings with multiple participants from different companies.
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- Video medical care with documentation exchange, traceability, non-repudiation and non-manipulation.
Education Sector
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- Reliable student identification.
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- Enrolment processes with video interviews with candidates and exchange of documents.
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- Remote examination processes with the possibility of identification, video examination and no manipulation of answers.
Compliance
Guarantees of regulatory compliance and legal certainty, with auditable traceability of what is done in all processes
Differentiation
Human digitisation of remote care processes while maintaining the face-to-face nature of in-person care.
Cost savings
Centralisation of service teams and the ability to carry out any process remotely, without having to visit the office
Integrable
APIfied solution, ready to be integrated into the organisation's application ecosystem (CRM, Document Manager, Signature, Contact Centre, etc)
End-to-end solution
From simple processes carried out by messaging to more complex ones involving multiple appointments with video attendance, signatures, etc.
Scalable Pilot
Feasible proof of concept in weeks through configurations. Scale up with integrations and increased complexity after pilot.
Frequently asked questions about OVAC for customer service
OVAC records the actions carried out throughout the process and can generate evidence associated with identity, documentation, consents, signatures, communications and interactions. It also uses Blockchain technology to generate immutable, time-stamped evidence, making it possible to subsequently verify the integrity of the information and demonstrate what happened and when.
Yes. OVAC enables video-based personal assistance for customers who are far from an office or physical service point, avoiding long journeys when they need to complete a process with a professional. The appointment can be scheduled in advance and form part of a broader process, including identification, document exchange, electronic signatures and other actions when required.
OVAC enables the design of more intuitive, guided processes in which customers understand what they need to do at each stage, which documents they need to provide and the current status of their request. The entire process can take place within a single environment, without switching between different tools, emails or applications, while still allowing customers to receive face-to-face personal support when needed. Customers can also easily view, provide and interact with the documentation associated with the process.
Yes. OVAC complements existing systems by adding guided digital processes, on-demand support and video-based personal assistance when the process requires it. It can integrate via API with CRM platforms, document management systems, identification and signature solutions, Contact Centers and other applications used by the organization.
Yes. OVAC is configurable and allows processes, capabilities and customer service flows to be adapted to each service. Different elements of the customer experience and branding can also be customized.