Recently, an anonymous question was posted on Quora asking, “Why isn’t Visual IVR more prevalent?” Meanwhile, a similar debate is taking place on a Linked-In discussion group. I posted brief comments on both sites, but didn’t want to monopolize the message boards with my thinking, so I opted to monopolize our Fonolo blog so I could share my thoughts with everyone who might be interested.
The idea of Visual IVR is to replace the traditional audio-based phone menu “press 1 for this, press 2 for that …” with a visual interface on the web or smartphone. Given the near universal disdain for the IVR experience and ubiquity of the web and smartphones, this certainly seems like an idea whose time has come. So why hasn’t it taken the world by storm? Continue reading