Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

3 Myths of Visual IVR - Jacada - ContactCenterWorld.com Blog

3 Myths of Visual IVR

Today, with over 1 billion smart phones users worldwide and growing, regular voice phone calls are slowly being replaced in favor of Visual IVR, a communication channel that transfers the existing IVR technology onto the customers’ phone screens, and enables users to leverage their devices for digital customer service on the go. However, despite its many advantages, there are still a few common myths regarding Visual IVR customer service solutions that need to be put to rest. Let’s take a look:

Myth number 1: “…Baby Boomers Won’t Use It…”

While the Millennial generation may be overall more technologically savvy than its predecessors, the truth is everyone is looking for a fast and easy customer service experience, including the Baby Boomers. In fact, many older customers are unaware that alternative digital self-services resources such as mobile applications even exist. Therefore, they do what they know, they call a contact center for help, and when contextually provided the option to do it themselves, i.e visual IVR, this is often preferred (by them as well) over waiting on hold to eventually connect with a representative. This may help to explain how nearly 90% of customers of all ages have used an automated self-service system to complete some kind of transaction — from paying a bill to making a purchase, to scheduling an appointment. As long as those online and automated channels are efficient to use and easy to navigate, customers of all ages when presented with the option to use them, will gladly do so.

Myth number 2: “…The Customer Experience of Visual IVR is Poor…”

The reality is visual IVR generally provides a top-notch customer experience. First of all, it is contextually offered to the customer exactly at the time service is needed. Also, as visual IVR negates the need for speech recognition, customers don’t have to listen to drawn out menus and can skip ahead at their own pace ahead to the information they need. Therefore, many issues can be solved on the first attempt without ever needing to contact a representative. At the same time, full contextual connectivity to the agent once within the visual IVR experience is still available to the customer. This allows them to connect with a qualified agent who can see exactly what was attempted by the customer, which dramatically cuts down on call handle time. Customers don’t need to be re-routed from one agent to another, repeatedly explaining their problem, and making dropped calls far less likely.

Myth number 3: “…We Already have Mobile Apps for the Same Thing…”

The reality is visual IVR generally provides a top-notch customer experience. First of all, it is contextually offered to the customer exactly at the time service is needed. Also, as visual IVR negates theAs mentioned above, not all customers are going to download mobile apps and these are not available contextually to a customer that is calling a contact center. Perhaps for this reason, most apps are still really built for entertainment or information, not customer care. On the other hand, customer calling a call center would have much easier access to the specific things they need to do if there was a virtual IVR link on their smart phone that shows them specific things they need to click on. It's also important to note that a customer using a mobile app is likely to be on the move and not suited to deal with a lot of clicks and button pressing to get where they need to be, especially given the annoying difficulty typing on smart phones. One of visual IVR’s main features is that it allows for complicated tasks to be collapsed down onto the more user-friendly dimensions of the caller’s screen, where after a few clicks, the customer is transferred onto a mobile webpage, already logged in and with many of their tasks already completed.

In the end, despite the myths, visual IVR is a super efficient means of customer self-service for all ages. Experience it for yourself!

Try the Demo!

 

[About the author] Aaron Waters is a Customer Experience & Innovation Strategist at Jacada. His duties involve engaging and bringing executives in the Banking & Financial Industry up to speed on digital adoption using Jacada’s resolutions to ensure their customers experience an effortless customer journey. Aarons previous experience includes Financial Planning as well as Marketing within Telecommunications at AT&T. Outside of work, Aaron enjoys playing and watching NCAA basketball, football and baseball as well as attending the movies and festivals of many types.

Source: http://www.jacada.com/blog/3-myths-of-visual-ivr

Publish Date: July 25, 2017 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
What's a Multimodal Customer Experience?October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019 5:00 AM
Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =