Voice IVR’s have inherent limitations, and, let’s face it, your customers don’t love them. Endless menu trees, confusing options, poor voice recognition and limited ability to collect information (Just try entering an email address using touchtones…).
A visual version of your voice IVR. Now your customers simply touch their way through your IVR, with the ability to enter complex data and easily go back and choose different options.
Despite the investment in self service portals, speaking avatars and social media, your customers are still calling you. In fact, industry statistics show only around 20% resolve their issue on their own without calling your contact center. Visual IVR implementations are showing adoption in excess of 60 percent! You can’t afford to ignore the trend.
Callers can provide information to the Visual IVR that your current voice IVR is unable to collect, such as complex alpha numeric data. Because your agents get a rich screen pop displaying all the data, you don’t have to ask your customer to repeat information, guaranteeing a much shorter call!
…and a quick implementation
Visual IVR can reuse your existing Voice IVR scripts so you can be up and running in days. And for those looking to shorten call times even further, our business friendly authoring environment lets you create new self service flows, using clicks, not code.