BY DYLON MILLS
Visual IVR is a support platform that guides inbound callers to a web-based support experience – personalizing the support journey for customers already on their way to the queue. This technology seamlessly connects customers to self-service options and/or a support resources that can solve their problem or address their inquiry at first contact.
Callers are provided with the option to opt-in to a Visual IVR session by pressing the corresponding number on their touchtone device. This initiates a text message containing a link to the disposable web-based support experience. No download or holding period is required to get started immediately. In addition to this, customers are also able to initiate a Visual IVR session by clicking or tapping the link on the organizations website or mobile app.
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