Jump to content

Visual Interactive Voice Response

Edit links
From Wikipedia, the free encyclopedia
This is an old revision of this page, as edited by Jarosajr (talk | contribs) at 17:36, 9 January 2019 (Added archive link for "Callvu - How Can Insurance Companies Win At Mobile Engagement?" reference, as the current link is broken. Also added a new line about the benefits of Visual IVR in an effort to add updated information (the Callvu reference is from 2016, the added information was published in 2018).). The present address (URL) is a permanent link to this revision, which may differ significantly from the current revision.

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. Retrieved February 17, 2014. {{cite web}}: Italic or bold markup not allowed in: |publisher= (help)
  4. ^ "Jacada and Vocantas Update on OnCall Solution". Entertainment Close-up. October 30, 2013. Retrieved February 17, 2014. {{cite web}}: Italic or bold markup not allowed in: |publisher= (help)
  5. ^ "Dial Once : Charles Dunston (Mar 31, 2017), "Dial Once wants to digitize phone calls" Frenchweb.fr, retrieved 2018-06-05".
  6. ^ Abraham, Yossi (Feb. 14, 2018). "3 Reasons Retail Needs Visual IVR". Zappix Visual IVR. {{cite web}}: Check date values in: |date= (help); Cite has empty unknown parameter: |dead-url= (help)
  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. {{cite web}}: Italic or bold markup not allowed in: |publisher= (help)
  9. ^ CallVU: Rotsztein, Doron; Faran, Ran (Jan 13, 2011), Interactive Display Response System, retrieved 2016-11-22
Retrieved from "https://en.wikipedia.org/w/index.php?title=Visual_Interactive_Voice_Response&oldid=877594387"