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IVR Featured Article

Customer Service Operations Enhanced Through Jacada's Visual IVR Solution

August 01, 2013

Jacada (News - Alert) announced that its Visual IVR solution has been specifically designed to help clients across the globe enhance their overall customer service experience by providing them with a Visual IVR solution.

Visual IVR provides a visually guided menu interface that can be launched from any mobile app or website. The easiest way to understand this would be to imagine the 1-800 number on the webpage transforming into a “contact us” button. Once the customer clicks on this bottom he will get the IVR menu on his screen and from that point on he can navigate through the IVR menu on his own, and get any information they need. 

In a statement, Guy Yair CO-CEO at Jacada said “Visual IVR is a breakthrough in the history of IVR development. It is a fundamental change that adapts to changing customer behavior and technology development, like speech recognition was 20 years ago. Companies today have to keep up with their customers’ expectation. Having an IVR menu you can visually navigate through, when every other person hold a Smartphone, a tablet or web access, is a must for those organization looking to stay ahead of the game when it comes to customer service innovation. Not to mention, it makes financial sense. As scripts do not need to be re written, it’s a classic case of two for the price of one, in which case both the customer and the organization benefit.”

Visual IVR not only visualizes the customer service interaction but it also provides consistency and continuity so a customer can start the interaction on the web and finish it on the mobile or by speaking to agent without the need to repeat himself and with the same experience across all touch points.

Some of the benefits of the Visual IVR solution include visual guided menus, easy implementation, reused existing VXML based scripts, integration to back end systems and customer data, Html SMS option when there is no app, ability to connect to the call center, request a chat, request a call back, hold, back navigation, accepts Alphanumeric data, call interception and the ability to provide the agents a 360 view of the customer and his path in Visual IVR to save time for the agent in learning the case.

Yair went on to say “The Smartphone penetration combined with the fact that customers have become more and more demanding for self service, will have a direct impact on customer engagement. Based on information we collected from the market, I believe that any customer service interaction in the coming future (about 2-3 years from now) will start visually. That is, customers will navigate through any process visually and speak to an agent when they choose to, unlike today, where they are forced to speak first.”

Edited by Ryan Sartor


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