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 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?
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” a good reflection of what it is?
- What are the pros and cons to Visual IVR?
- Is Visual IVR 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?
Who should watch:
- VP’s & Directors of Customer Service
- VP’s & Directors of Contact Centers
- VP’s & Directors of Web/Social Media
Senior Director, Contact Center Practice Lead at NACR
Director, Emerging Technologies at Aspect Software
Product Marketing, Virtual Contact Center at 8×8, Inc.
Senior Director, Product Marketing Strategy, 7
President at Fonolo