Although the IVR holds an important role in the contact center, the experience in itself is disliked by most callers. In fact, a study from Consumer Reports ranked the IVR experience as number two in a list of things that “infuriate callers most”.
The idea behind Web Call-Backs (formerly Visual IVR) is quite simple: To replace the traditional phone menu with a simple visual interface on a web or mobile device. A visual interface is a much more powerful and flexible way to show choices and get responses from users. But is this the right solution for your call center?
Watch this interactive discussion!
Tweet your comments and questions to @Fonolo with hashtag #VisualIVR, or comment on our live conversation streaming on Google+.
We talk about:
- Is the name “Visual IVR” (now called Web Call-Backs) a good reflection of what it is?
- What are the pros and cons to Web Call-Backs?
- Are Web Call-Backs a permanent part of the customer experience, or just a stop-gap measure?
- How can a contact center determine if this is a good solution for them?