PSS Releases Visual IVR Thought Leader Briefing
July 19, 2012
By Mandira Srivastava, TMCnet Contributor
The new member of IVR solutions has arrived. Today PSS, a contact center solutions consulting firm, has released the briefings on the relatively new technology known as Visual IVR.
According to a press release, the briefing, based on an in-depth technical interview with Keith Ward, the CTO of PSS is designed for IT leaders and contact center managers and outlines the key technology and business concepts behind this new, inexpensive yet powerful class of IVR solutions.
Ward described the know-how of the IVR solutions. He explained how and why Visual Interactive Voice Response systems create a better customer experience, and how enterprise customers and IT leaders can determine which applications are ideally suited for Visual IVR, cost-benefit considerations for enterprises and a range of technical and business topics of interest to CIO’s, IT Leaders and contact center managers.
Visual IVR is a fairly new family of IVR solutions. The briefing details how applications are faster and easier to deploy since they are built on a contact center’s existing IVR infrastructure
Ward said, "I truly believe that Visual IVR provides a better customer experience. People are able absorb more information visually and are able to process that information more efficiently than if they listen to a long series of questions."
Many enterprises are currently focused on creating mobile applications. While mobile applications are important, they will take considerable time and resources to deploy in an optimal way for customer service. Whereas, many enterprises are simply not aware that Visual IVR contact center solutions are a step that can be taken now, a middle ground approach that are easy to deploy.
Visual IVR can be used today to create highly efficient contact center solutions for a fraction of the price.
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Edited by Rachel Ramsey