Visual interactive voice response (Visual IVR)
Visual Interactive Voice Response (Visual IVR) is a technology used in contact centres that makes it easier to understand exactly why a customer is getting in contact and to give that caller the tools to attempt to solve their own problem rather than wait in a calling queue.
If a customer calls a contact centre via smartphone, a visual menu appears on screen offering the caller a host of choices. The caller can select why they’re calling- this will ensure he or she is connected to the most qualified agent who already understands the nature of the issue – or the caller can use the options and tools to try and self-serve. For example, watch a video about how to reset a wi-fi router.
As well as for the efficient routing of calls, visual IVR systems are useful tools for pre-qualification and authentication.