Hosted IVR

August 13, 2012

Visual Interactive Voice Response Systems Create a Better Customer Experience: Briefs PSS

By Meenakshi Shankar
TMCnet Contributor

Interactive Voice Response systems help companies reduce the need for agents and improve efficiency. But with time, both contact centers and customers change. Visual IVR is a step forward in enhancing traditional voice-powered IVR calls. With this technology, one can now see and interact with the IVR call flow from their smartphone and Android (News - Alert)-powered devices. It is yet another creation that improves contact center custom experience.

Many enterprises are simply not aware that Visual IVR contact center solutions are a step that can be taken now, as a middle ground approach that is easy to deploy. Visual IVR can be used today to create highly efficient contact center solutions for a fraction of the price.

In relation to this service, PSS, a company specializing in IVR solutions released the first in a new series of technology thought leadership briefings titled, “Deploying Visual IVR to Drive a Superior Customer Experience.” IT leaders and contact center managers can greatly benefit with this as it outlines the key technology and business concepts behind this new, inexpensive yet powerful class of IVR solutions.

PSS’s briefing is based on an in-depth technical interview with Keith Ward (News - Alert), the chief technology officer of PSS and a recognized industry thought leader in contact center solutions. Keith describes how and why Visual Interactive Voice Response systems create a better customer experience. In the briefing, he discusses how to 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.

The briefing details how applications are faster and easier to deploy since they are built on a contact center’s existing IVR infrastructure.

Technologically savvy generation of consumers often referred to as generation Y are believed to be the key business drivers for deploying Visual IVR. They want contact center solutions which allow them to use their smartphones and feature phones rather than calling an 800 number to speak to an agent. Visual IVR solution is noted to create a new touch point for customers to interact outside of the voice channel but still utilize the capabilities that were designed for voice.

"I truly believe that Visual IVR provides a better customer experience. People are able to absorb more information visually and are able to process that information more efficiently than if they listen to a long series of questions," said Keith Ward.

Keith Ward also notes in this briefing, that 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.

During a recent webinar, “Discover how to extend the life of IVR systems: Upgrade to open standards and deliver an anytime any where experience with Visual IVR,” Keith Ward, offered an inside view of technology options and how they can be integrated into today’s Next Gen call center environments.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Brooke Neuman