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IVR - Contact Center Thought Leader Reveals Potentials of Visual IVR Technology
July 19, 2012

Contact Center Thought Leader Reveals Potentials of Visual IVR Technology

By Madhubanti Rudra, TMCnet Contributor

In an effort to introduce the contact center industry to a comparatively lesser known but highly powerful IVR technology called Visual IVR, integrated communications solutions provider PSS has released a thought leadership briefing – “Deploying Visual IVR to Drive a Superior Customer Experience.”

Based on an in-depth technical interview with Keith Ward (News - Alert), CTO of PSS, and a recognized industry thought leader in contact center solutions, the briefing was designed for IT leaders and contact center managers, PSS said in a press release.

In the briefing, Ward explains the key business concepts behind this new technology. The briefing strives to show the ways how this relatively new technology can be used to deliver an inexpensive yet powerful class of IVR solutions, with Ward discussing how to determine which applications are ideally suited for Visual IVR, cost-benefit considerations for enterprises, and a range of technical and other business topics of interest to CIOs, IT leaders, and contact center managers.

Despite being a new family of IVR solutions, Visual IVR-based applications can be faster and easier to deploy, not to mention they leverage contact center’s existing IVR infrastructure.

The commercial benefits of Visual IVR lie in the fact that it can be implemented parallel to the current communication infrastructure that leverages the existing IVR back-end and create a new touch point for customers to interact outside of the voice channel, but still utilize the capabilities that were designed for voice.

The briefing points out that with generation Y now representing a significant part of the market, deployment of Visual IVR can prove to be increasingly beneficial for contact centers everywhere. These technologically savvy consumers want contact center solutions that allows them to use their smart phones and feature phones rather than calling an 800 number to speak to an agent. In order to meet the demands of new generation customers, enterprises must consider offering this new modality for customer service, Ward suggested in the briefing.

Keith Ward noted that many enterprises are currently focused on creating mobile applications that may take a considerable amount of time and resources to deploy in an optimal way for customer service. Despite this, Visual IVR contact center solutions can be adopted as a middle ground approach to create highly efficient contact center solutions for a fraction of the price of developing apps.

“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,” Ward added in the briefing.

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. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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Edited by Allison Boccamazzo

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