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
- ↑ 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.
- ↑ 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/.
- ↑ "THE 2013 STAR Performers". Speech Technology Magazine. October 1, 2013. http://www.highbeam.com/doc/1P3-3101342821.html.
- ↑ "Jacada and Vocantas Update on OnCall Solution". Entertainment Close-up. October 30, 2013. http://www.highbeam.com/doc/1G1-347312003.html.
- ↑ "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.
- ↑ Abraham, Yossi (February 14, 2018). "3 Reasons Retail Needs Visual IVR". https://www.zappix.com/blog/3-reasons-retail-needs-visual-ivr/.
- ↑ "Callvu - How Can Insurance Companies Win at Mobile Engagement?". http://callvu.com/component/k2/how-to-win-at-mobile-digital-engagement.
- ↑ Chris Vitek (January 24, 2014). "Building Mayday with WebRTC". No Jitter. http://www.nojitter.com/post/240165644/building-mayday-with-webrtc9.
- ↑ CallVU: Rotsztein, Doron; Faran, Ran (Jan 13, 2011), Interactive Display Response System, http://www.google.com/patents/US20110009096, retrieved 2016-11-22
External links
- Application of Visual IVR to enhance the customer experience
- Visual IVR Tips for Selecting a Digital Engagement Platform ]
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