Visual Interactive Voice Response

From HandWiki

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. Burlington, Mass.: Zappix, Inc.. https://www.zappix.com/wp-content/uploads/2018/07/2018-The-Power-of-Visual-IVR-1.pdf. 
  2. ↑ Maribel Lopez (January 27, 2011). "Groupama: Creating strategic differentiation by combining contact centers with mobile". Lopez Research. http://www.lopezresearch.com/2011/01/27/groupama-creating-strategic-differentiation-by-combining-contact-centers-with-mobile/. 
  3. ↑ "THE 2013 STAR Performers". Speech Technology Magazine. October 1, 2013. http://www.highbeam.com/doc/1P3-3101342821.html. 
  4. ↑ "Jacada and Vocantas Update on OnCall Solution". Entertainment Close-up. October 30, 2013. http://www.highbeam.com/doc/1G1-347312003.html. 
  5. ↑ "Dial Once : Charles Dunston (Mar 31, 2017), “Dial Once wants to digitize phone calls” Frenchweb.fr, retrieved 2018-06-05". https://www.frenchweb.fr/fw-radar-dial-once-veut-digitaliser-les-communications-telephoniques/285858. 
  6. ↑ Abraham, Yossi (February 14, 2018). "3 Reasons Retail Needs Visual IVR". https://www.zappix.com/blog/3-reasons-retail-needs-visual-ivr/. 
  7. ↑ "Callvu - How Can Insurance Companies Win at Mobile Engagement?". http://callvu.com/component/k2/how-to-win-at-mobile-digital-engagement. 
  8. ↑ Chris Vitek (January 24, 2014). "Building Mayday with WebRTC". No Jitter. http://www.nojitter.com/post/240165644/building-mayday-with-webrtc9. 
  9. ↑ CallVU: Rotsztein, Doron; Faran, Ran (Jan 13, 2011), Interactive Display Response System, http://www.google.com/patents/US20110009096, retrieved 2016-11-22 

External links



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