Be the first to like this
WHAT IS VISUAL IVR
The Internet and mobile devices have had a huge impact on customer expectations. These days, customers can call your company from anywhere, day or night. As a result, many of them prefer to skip the traditional IVR experience and are looking for new ways to communicate with organizations, while leveraging the mobility capabilities they love to use.
This presents new growth opportunities for organizations. The traditional IVR investment can now be transformed into a win- win use case for both for the organization and the customer. If scanning a screen is quicker than listening to lengthy menus, why not make your current IVR system visual and easily accessible from your company’s website or your customer’s mobile phone?
Now you can expand the IVR experience by providing visually guided menus on your website or on your customer’s Smartphone. Visual IVR provides your customers with a convenient menu driven interface to your IVR. This allows your users to quickly select the options they need, saving them time, and you money.
Navigating an IVR is cumbersome, waiting to hear all the right options to make sure you select the right one. Oh, and don’t get us started on voice recognition…who doesn’t love hearing “Sorry, I didn’t understand”.
And IVR on a mobile device is even trickier. The caller needs to constantly pull the phone away from their ear to press the right button. Let’s face it, IVR and Mobile just are not made for each other.
So what does Visual IVR look like?
Visual IVR presents your users with a menu driven interface to your IVR system, which you can make available on your website or your mobile app. Now your customers can simply click or touch their way through the IVR system without listening to each option.
The best part? It works seamlessly with your existing IVR system. There is no costly rip and replace or rewrite. Visual IVR uses your existing IVR scripts, allowing your customers the choice of using a conventional IVR or the new Visual IVR. Visual IVR is sometimes known as Graphical Content Routing (GCR). Both terms refer to the ability to extend the IVR out to a visual medium across new touchpoints.
To learn more, visit our website -