• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Visual IVR

Visual IVR

Definition

What is visual IVR?

Visual interactive voice response (Visual IVR) enhances the standard IVR experience with a multichannel visual interface. These systems make use of communication channels like cellphones and computers to make the process of gathering information about a caller more efficient and accurate.

Visual IVR systems use websites or corporate mobile applications to assist customers in efficiently navigating selections and improve callers’ perceptions of your business’s customer service capabilities.

The visual IVR system collects real-time information at every touchpoint so that an agent may contact the client and have all of the necessary information when they do.

Any information put into a website or a mobile phone is lost without this program, which means the agent will have to acquire the data again, wasting important call time.

What is visual IVR

What is a visual IVR link?

The customer receives links to visual IVR menus through SMS or a corporate application. Visual menus generally follow the same structure as traditional IVR or can be extended with options not available through dial tone multi-frequency DTMF inputs.

If a customer is connected to an agent rather than having their problem handled, the agent will be well-prepared to pick up where the customer left off.

Benefits of using visual IVR

Here are some benefits of using a visual IVR in your business:

Reduce customer effort

Customers can monitor the progress of their orders and get answers to their questions without speaking to anybody, instead of being greeted by a traditional IVR system.

With exceedingly immediate, effective customer interactions, you’ll see increased call containment rates, lower Average Handling Time (AHT), and higher customer satisfaction.

Eliminate wait times

Visual IVR doesn’t have wait times or hold music, the customer chooses the speed of the interaction and enters data at their leisure.

After they’ve completed the experience on their device, a representative will contact them right away. The call will therefore move swiftly, with a timely resolution, resulting in more pleased consumers.

Understand user trends and actions

You’ll have access to actionable intelligence based on customer behaviors and user trends with automatic user behavior tracking, which will help you improve the customer experience.

With customized insights, you can view reports for your operations, company, and actionable analytics right out of the box.

What is a digital IVR?

Digital IVR simply provides a better user experience and higher success rates than traditional IVR. It maximizes the value and ROI of the tools you’ve already purchased.

Using the service scripts and backend integrations businesses worked hard to create, digital IVR is developed on the basis of your current IVR system

In addition, interactive voice response is not replaced by digital IVR. IVR will continue to assist customers calling landlines and customers who are tech-reluctant by making the initial connection for incoming phone calls and driving the call flow of the hybrid voice-and-digital service.

Companies that utilize digital IVR have better service KPIs, such as more transactions, greater task completion rates (TCR), fewer calls coming to agents, fewer mid-process hang-ups, and even higher customer satisfaction ratings.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
SAVE UP TO
70% ON STAFF COSTS
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image