How IVR Remains Relevant: Introducing VIVR

IVR technology constantly adapts to the needs of the industry. Visual Hosted IVR (VIVR) is an example of this adjustment. This blog post focuses mainly on how VIVR allows customers to seamlessly transition their incoming calls to a mobile or Web-based system.

The Virtual Inbound component improves script-driven menu functionality with visual navigation in traditional IVRs – allowing your eyes to do the job.

• Reduces call volume
• Offers digital self-service options
• Improves customer satisfaction and experience
• Reduces “on-hold” times
• Processes more customer transactions quickly and efficiently

With VIVR, customers can still manage their accounts, collect bills and purchase new service while providing a convenient menu interface on their desktop or mobile device for customers to gain power at their fingertips.

 

Without listening to each option, customers can just click or reach through the VIVR Solutions. In the end, the customer experience is improved. The outbound component of VIVR is also available. When a client, for instance, calls a company to pay a service fee, it costs the callers. However, it is useful to use VIVR to send customers a link to send an output text for their account. The outgoing notice helps in two respects:

In typical Cloud Based Calling Service IVRs, we often concentrate on shortcomings–endless menu books, ambiguous choices, weak voice recognition and a limited capacity for information collection. An IVR System on a mobile device is even more challenging since you have to pull the phone off your ear to push buttons on a button. There's then the frustration to try to talk with an individual!

1. The company didn’t have to incur the cost for the end-users’ inbound call; and
2. The company proactively reached out to the customer to remind them of their bill and/or give them the option to pay without them having to call in

Why do you have VIVR if you are a traditional IVR player? Secondly, the new IVR system works smoothly. The first link for incoming calls and the driving of the voice to digital service is still needed in a Hosted IVR Solutions. IVR continues to serve consumers who call from retail outlets and tech shy customers. The benefit of both is that the customer experience can seamlessly pass from visual to call, as VIV R still has the choice of using traditional IVRs or the new VIVRs through interaction. VIVR uses your existing IVR scripts. In any case, you expand customer experience to different technologies and offer customers the option of how to represent them. VIVR has a higher interface and improved success rates than IVR. In this ever-changing technology world, VIVR is another example of how IVR continues to be important and tailored to customer needs. What do you see as a company or an end-user with VIVR? Your opinions we'd like to read.