Visual interactive voice response (Visual IVR)

Definition

Visual Interactive Voice Response (Visual IVR) is a technology used in contact centers 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 center 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.