SpeechStorm, a specialist provider of phone self-service solutions for contact centers, has announced today its plans to launch a new suite of Visual IVR applications which will be combined with the already familiar voice-based IVR. This new suite is expected to add a visual experience for callers.
Enterprises can now rely on this new suite of Visual IVR applications to offer their customers a new, intuitive way to transact with them using a simple video call on their mobile phone to give a visual representation of their service options.
When visualization is added to traditional IVR, it reduces the time people spend listening to full menu options before making a choice. It also puts a visual element to the business transaction itself, including transferring money or checking in for a flight. Such an approach ensures that the user can complete the transaction much quicker and more intuitively.
Part of the emerging Interactive Voice and Video Response technology set, Visual IVR is positioned as the new communications channel that complements the range of phone based self-service options an organization can offer to satisfy its customers’ demands.
Europe is showing increasing acceptance of Visual IVR as a result of the growth and proliferation of the 3G network. This technology is proving to be compelling to busy people as mobile phones are more accessible and quicker to use than laptops.
The video call channel in the 3G mobile network is the underpinning for Visual IVR. SpeechStorm (News - Alert) is one of the first to deliver innovative solutions over this medium presenting a new channel for businesses to communicate with consumers and offer an improved, differentiated caller experience.
According to a recent Datamonitor report, the potential of emerging video technologies supports this assertion and highlights that 3G mobile phone penetration is high in EMEA. In addition, video calling possible over a 3G network and the number of video calls will increase as customers get used to making and receiving video calls.
Datamonitor anticipates that the growth of visual IVR in this region will be strong and has identified the Financial Services sector as the channel with the most potential to generate and drive additional revenue and provide innovative customer service improvements.
Oliver Lennon, CEO of SpeechStorm commented in a Friday statement, “We are delighted to pioneer this exciting, new technology and to boost our self-service portfolio with a unique and very powerful visual capability that is set to transform how customers communicate with their service providers.”
“Visual IVR offers organizations a new way to interact with their clients using an appealing, intuitive, visual experience through their mobile phone,” added Lennon.
Consumers all over the world are becoming increasingly mobile and demand more self-service options from the companies with which they do business. Adding a visual element to these interactions can increase customer satisfaction and ultimately drive customer loyalty.
It is unclear as to the level of acceptance and adoption for visual IVR, but the increased use of self-service options via websites and other channels indicates that consumers are driving this demand. The quality of the visual experience will strongly dictate the level of overall use.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Jessica Kostek