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Visual IVR: a great way to provide solid customer context - Jacada - Blog

Visual IVR: a great way to provide solid customer context

Customers hate having to repeat steps already taken, simply because the agent they are speaking to doesn’t know anything about their problem. This can be solved by providing context.

Customer service is a tricky thing to get right, in today’s multi- or omnichannel world. After all, most often, by the time a customer gets through to an agent in the contact center, they have already tried at least one, if not several, other channels to resolve whatever their issue may be. The problem, from a customer service point of view, is that when they do reach an agent, they inevitably find themselves having to repeat everything they have already done to the person on the other end of the line, who oftentimes is quite bewildered at how frustrated or angry the customer is from the outset.

This occurs because of a lack of context. The agent is unaware of the previous attempts made by the customer to resolve the problem; they have no information to tell them, prior to answering the call, who the customer is, what other recent actions they have taken, and any other potentially useful information.

Nobody who has spent any length of time attempting to sort out an issue wants to start at the very beginning again. Realizing that the agent knows nothing about your situation is not only frustrating in this respect, but is made doubly so by the knowledge that contact centers have access to so many wonderful technology channels, and yet can’t seem to get the basics right.

Obviously, there are numerous factors that influence the customer’s context – everything from personal preferences to their location, and from their emotional state to the actual nature of their request plays a role in determining the customer’s context, and contact centers should be able to establish all of this, in order to serve the customer effectively and efficiently.

Remember that context, ultimately, provides meaning to various interactions and can link recurring interactions together, in order to determine patterns and thus to help recommend a course of action. If you are able to correctly evaluate the context, you will be far better positioned to understand and manage the customer relationship better. Proper context also assists in reducing the customer’s effort involved, and that goes a long way towards improving their happiness.

After all, customers are people too, and they want organizations to recognize that their time is also important and should thus not be wasted. Knowing the customers’ history and being aware of the problem they are trying to solve when the agent speaks to them will be a big help in improving customer satisfaction.

You only have to put yourself in the customer’s shoes to realize how much more appealing a brand becomes when – having already become frustrated from trying multiple methods to resolve their challenge – a customer is put through to an agent that has a deep level of insight into their issue, from the moment they answer the phone.

So the question then, is how do you ensure that your agents have context before they answer a call?

This is not always easy to do in an omnichannel environment, but there is one tool that can make life much easier for both the customer and the agent – the visual IVR. Operating in much the same manner as a normal IVR, but with visual prompts sent to the user’s screen, instead of voice prompts, the visual IVR is the next generation of self-service tools. Unlike a standard IVR, which can be confusing, take too long or simply not offer what the client is after, the visual IVR is easy to navigate, simple to use and, most crucially, is able to record every action taken by the customer, meaning it can serve as the filter that provides context.

Most customers today will be happy to try on-demand digital assistance first, especially if it as easy to use as visual IVR should be and is able to offer them a clear path for helping themselves.

Visual IVR technology is thus the perfect answer to creating a better customer experience – it makes it simple for the customer to drill more deeply into their enquiry, it records these attempts and is able to provide agents context if they require it, and if it succeeds in solving the customer problem without the need for a phone call, it saves your contact center money as well.

However, our focus here is on the situation where the customer is unsuccessful at fixing the issue. Through the visual IVR, they can then choose to be transferred to an agent through various methods (call back, waiting queue, chat) and the tool will at the same time provide the agent with the steps the customer has attempted already, thus enabling them to rule those out during troubleshooting, meaning they can more quickly get to the solution. Faster resolution time, of course, equates nicely with great customer service.

It is clear then that having a solid visual IVR solution in place will ease the customer journey, as it will place real context around their efforts and should ensure your agent is better prepared to deal with the challenge, while at the same time ensuring your customer’s journey is as seamless, personalized, and efficient as possible. After all, adding context to the conversation is one of the easiest ways for an agent to personalize the customer experience.

Ultimately, any good contact center should have a visual IVR system. Not only will such a solution help to reduce overall call volumes, due to its ability to pivot those calls into a fully capable digital engagement, but when callers do need to be transferred to an agent it will both ensure they are routed to the right agent the first time, and provide the right context to the agent. Servicing your customer without them needing to re-authenticate or once again explain why they are calling will reduce customer frustrations and lead to a happier resolution for them, while at the same time reducing the average handle time of these calls as well.

When you look at it this way, the only surprise is that not everyone is already using the visual IVR to boost their customer service and reduce costs to their center


Publish Date: May 16, 2017 5:00 AM

2020 Buyers Guide Omnichannel


This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.

PH: 8005771872

CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
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PH: +1 305 766 3264

Comm100 Network Corporation

The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.
PH: 1-877-­305-0464

ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
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PH: +302109241486




Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
PH: 01442 458300

eGain Corporation

eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
PH: 2816165711


Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
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PH: +918866728362

Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
PH: +1-773-325-0608


A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
PH: +1 (888) 256-8312

Noble Systems

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
PH: +61 (0) 3.9008.1700


70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage 
Virtual visits (via telehealth integration,)  andV oice Search and Voice SEO ,
PH: 617-804-5550

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