Visual Interactive Voice Response

Visual Interactive Voice Response (Visual IVR) is conceptually similar to voice Interactive voice response (IVR). Visual IVR uses web applications to "instantly create an app-like experience for users on smartphones during contact center interactions without the need to download any app."[1] The user interacts with a visual interface by touch or click commands on his mobile or computer screen.[2] The technology can be used either on a mobile device app or directly over the web.[3] Visual IVR can be used for companies to interact with their monthly customers, to provide electronic billing and to order other information through a single access point.[4] The user can realize in a few clicks a selfcare journey to find his answer, use another channel made available by the company (email, chatbot, SMS …) or to be put in relation directly with the good skill.[5] Visual IVR has shown advantages over its legacy IVR counterpart, including reducing the average time to resolution by 300 seconds per call, earning a Net Promoter Score of 91 for ease of use, and increasing call containment by 75%.[6] It can overcome inherent challenges in mobile app adoption.[7] Visual IVR can also utilize video as a part of its interface, sometimes referred to as Video IVR.[8] The Interactive Display Response System, which is one form of Visual IVR, was patented in 2009.[9]

References

  1. ^ Rosa Jr., Johnny (2018). The Power of Visual IVR (PDF). Burlington, Mass.: Zappix, Inc.
  2. ^ Maribel Lopez (January 27, 2011). "Groupama: Creating strategic differentiation by combining contact centers with mobile". Lopez Research. Retrieved February 17, 2014.
  3. ^ "THE 2013 STAR Performers". Speech Technology Magazine. October 1, 2013. Archived from the original on June 11, 2014. Retrieved February 17, 2014.
  4. ^ "Jacada and Vocantas Update on OnCall Solution". Entertainment Close-up. October 30, 2013. Archived from the original on June 11, 2014. Retrieved February 17, 2014.
  5. ^ "Dial Once : Charles Dunston (Mar 31, 2017), "Dial Once wants to digitize phone calls" Frenchweb.fr, retrieved 2018-06-05". 31 March 2017.
  6. ^ Abraham, Yossi (February 14, 2018). "3 Reasons Retail Needs Visual IVR". Zappix Visual IVR.
  7. ^ "Callvu - How Can Insurance Companies Win at Mobile Engagement?". Archived from the original on November 23, 2016. Retrieved 2016-11-22.
  8. ^ Chris Vitek (January 24, 2014). "Building Mayday with WebRTC". No Jitter. Retrieved February 18, 2014.
  9. ^ CallVU: Rotsztein, Doron; Faran, Ran (Jan 13, 2011), Interactive Display Response System, retrieved 2016-11-22

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