Vizolution

Vizolution is a Software-as-a-Service (SaaS) provider focused on customer experience (CX) technology for enterprises, primarily within the financial services, telecommunications, and insurance sectors. The company was founded in 2013 by Bill Safran and Huw Rees to address a gap in the market for replicating face-to-face interactions in remote channels. Safran, with a background as CEO of mortgage software provider Trigold, identified the need for a more visually engaging and efficient way to handle complex customer transactions remotely. The company's business model is based on providing these digital tools to large businesses, which improves their customer conversion rates, operational efficiency, and regulatory compliance.

In June 2023, Vizolution was acquired by Lightico, an Israeli digital customer interaction provider. This strategic merger created a combined entity positioned as a global leader in the B2B2C Digital Completion sector, integrating Vizolution’s agent-assisted and self-service solutions with Lightico’s compliant digital completion platform. Following the acquisition, Vizolution's CEO, Bill Safran, transitioned to the role of Chief Strategy Officer for the newly merged 150-person company. The combined company serves a prominent client list that includes Capital One, HSBC, Santander, NatWest, BT/EE, and VMO2.

The core of Vizolution's offering is a platform that enables customer service agents and clients to share screens, and exchange and sign documents in real-time without needing to download software. This technology is designed to bridge the gap between digital and traditional channels, providing a seamless experience for complex journeys like mortgage applications, loan processing, and customer onboarding. For instance, the technology empowered the UK's first paperless mortgage process with RBS, significantly reducing transaction times and paperwork. The platform provides tangible results for its clients, such as increasing conversion rates by up to 45%, reducing transaction times, and improving customer satisfaction scores. By unifying various stages of a customer interaction, from document collection and eSignatures to identity verification, the solution streamlines workflows for highly regulated industries.

Keywords: customer experience technology, digital completion platform, agent-assisted solutions, self-serve solutions, financial services software, telecom customer journeys, insurance technology, remote customer interaction, screen sharing technology, eSignature solutions, digital document exchange, customer journey optimization, SaaS, B2B2C, FinTech, compliance solutions, customer onboarding, paperless transactions, CX innovation, Bill Safran