What is Visual IVR?

 

Visual IVR is a digital engagement platform for customer service that is designed to improve and extend the capabilities of existing voice IVR. It provides a customer with an alternative, yet integrated, digital method for driving self-service or connecting to a customer service agent. The user interacts with a visual interface by touch or click commands on their mobile or computer screen.

Limitations of Voice IVR

Many organizations have adopted Interactive Voice Response (IVR) to improve the quality and reduce the cost of customer service. This technology provides a number of benefits including automated prioritization of calls, call routing, call volume management, limited self-service, and reduced operating expense. However, due to the limited input capabilities (touchtone and poor voice recognition), IVR has a vast number of limitations for servicing a customer effectively.

How Visual IVR can Help

Visual IVR looks to dramatically improve and enhance the current capabilities of existing IVR by adding a digital experience to the flow and connecting multiple channels used by the customer, effectively increasing the efficiency of service provided to the customer. With Visual IVR, customers can now opt-in to a digital presentation of the IVR menu system on their mobile device or computer with much more capabilities than the traditional IVR.

  

Jacada awarded 2014 Rising  Star by CRM Magazine for Visual IVR	Jacada Receives 2014 Speech Technology Excellence Award for Visual IVR	Jacada Receives 2016 TMC  Customer Excellence Award for Visual IVR