From traditional IVR to Visual IVR in just a few days

From traditional IVR to Visual IVR in just a few days

2 min read

What is Visual IVR?

Zeroing out, dead ends and call abandonment are common pains customers experience when interacting with IVR systems. If your customers are having trouble listening and navigating through multiple options and are forced to zero out and repeat information, your company is at risk of losing vital business.

What if your IVR could be seen and felt, rather than just heard? Scanning a mobile screen or clicking on a website is much quicker than listening to a list of instructions. Visual IVR provides a visually guided menu interface that can be launched from any mobile app or website. Your customers can touch their way from menu to solution in a matter of clicks – all from the comfort of their smartphone screen or webpage.  They can even connect directly to a specific call center agent or even view holding time and choose a call back option.

And the best news is that Visual IVR is a very easy solution to implement.

How can Visual IVR be so easy?

Visual IVR works seamlessly with your current IVR technology without interrupting or clashing your current customer service systems. It makes it easy for your company to adopt such technology – no coding, no costly replacements.

Most IVR systems run on Voice XML (VXML) scripts. Visual IVR reads your current VXML scripts in real time to render your IVR as a visually guided interface on mobile devices or websites. Any changes made to your VXML scripts are automatically reflected on the mobile devices. With one set of scripts, deployment is a matter of days. It’s that easy!

A Visual IVR solution will retain all the features of your IVR technology, even pre-recorded voice segments or agent screen pops. And if your IVR doesn’t use VXML? No problem, as Visual IVR will be able to work with most IVR formats.

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[About the author]Dylon headshot Dylon Mills is the Director of Marketing Content Strategy & Development at Uniphore. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Uniphore’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.

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