Visual IVR

A Visual Interface for your IVR

Voice IVR’s have inherent limitations, and, let’s face it, your customers don’t really love them. Endless menu trees, confusing options, poor voice recognition and limited ability to collect information (Just try entering an email address using touchtones…) the visual IVR displays the choices (menus) and the retrieved information visually on a smartphone or tablet.

In comparison to the auditory communication of information that is usually done sequentially and therefore always requires a memorization of the announced information, the visual representation of all  information provides crucial advantages:

All information can be obtained at a glance, you can see all choices compared to each other. Now your customers simply touch their way through your IVR, with the ability to enter complex data and easily go back and choose different options. As shown in this example, the main menu of our demo application 2-steps-Mobile:

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More complex infomration can be presented graphically preprocessed for better information transmission. As in the example below to see the presentation of already consumed and remaining free units:

tl_files/2stepsahead/images/images/VIVR_EN.jpg

Also more complex user inputs are possible using a visual IVR, one thinks, for example, to the input of addresses.

Of course, the contact to an agent is also possible in a visual IVR as well, either through chat or by establishing a phone connection.

A visual IVR initially requires no telephony infrastructure, communication is done using the HTTP protocol. That's an important fact, compared to the conventional IVR, the visual IVR provides a significantly cost saving potential. The telephony infrastructure is then only needed for establishing a call connection to an agent if required, but not already for the operation of the IVR itself.

We also support companys in turning their Voice IVR into a visual IVR or just extend the exisitng Voice IVR by the visual representation of their IVR.The new graphical interface then intergates seamlessly into the exisiting IVR infrastructure.

A visual IVR is used both in inbound and outbound contact centers as well as in self-service application. 2-steps-ahead will help you to create an appropriate and consistent concept for you that is exactly tailored to your requirements in order to realize your goals to please your customers efficiently.

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