Communications as a Service (CaaS) Featured Article

Improving the Customer Experience with Visual IVR

November 30, 2015

There is no denying that we process visual information better than audial.  Especially in the Internet Age, where we are certainly more distracted than ever, remembering what somebody said is becoming more difficult and we need visual aids.

This is particularly true when it comes to the customer service capabilities of most enterprises.  First we get the traditional interactive voice response (IVR) followed by 9 options we can’t remember, so we have to start all over again. To say the least, this is not a good customer experience.

The good news for those of us who use smartphones as our preferred means of communications: help is on the way in the form of Visual IVR.  That’s right, you read correctly, if you are like me and can’t remember all of those choices you can now see them. 

Want to learn more? 

If you believe that Visual IVR could benefit your organization and would like to know how and why, you are invited to join: me, Peter Bernstein; Kent Winter, Vice President of Sales EMEA-Asia, APEX Communications; Alan Percy, Senior Director of Product Marketing, Dialogic; and Steve Leaden (News - Alert), Founder and President Leaden Associates, Inc. for the insightful webinar, Customer Experience – Improving the Look with Visual IVR, to be held live Tuesday, December 08, 2015, TIME: 02:00 PM EST / 11:00 AM PST.

Topics to be covered include:

  • How the Visual IVR revolutionizes the user interface of traditional voice-only IVR's to both exponentially improve the user experience and consistently deliver high levels of customer service satisfaction, while decreasing calls to agents and lowering overall cost.
  • How the APEX Visual IVR easily bridges the gap between mobile, self-service, and customer care with its omni-channel strategies and capabilities.
  • How Visual IVR is part of a move to multi-media communications, driven by the natural experiences of everyday communications. An important foundation of this migration is software-based media servers, including Dialogic (News - Alert)'s PowerMedia XMS, a building block in the APEX Visual IVR solution.

With improving the customer experience now a top, if not the top, priority of C-levels around the world, enabling customers to more easily connect with the right people easily and quickly has become critical and Visual IVR represents a key technology in moving those customer sat scores in the right direction. 




Edited by Kyle Piscioniere

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