Written by: Stefaan Bogaert 10/14/2009 1:13 PM
Visual IVR is now available as part of the Genesys intelligent Customer Front Door (iCFD) solution. It unites a range of different technologies to optimise the path a customer takes through the contact centre. Visual IVR enables customers to be easily transferred to voice or visual agents seamlessly, unlike the mobile web, for example. This helps organisations boost their long term automation rates, because assistance at the right time helps develop confidence in the system and promote its future use. Genesys works with a range of organisations throughout the UK and Europe to deliver visual IVR solutions. “Visual IVR is a very efficient and service-driven method for dealing with customer inquiries,“ commented Bruce Eidsvik, Genesys Vice President for EMEA. “Not only do Visual IVRs improve the Average Handle Time of automated transactions by over 50 per cent, they are far easier and less frustrating to use. With Visual IVR a customer can find and select a preferred option in seconds, whereas the same process would take at least 15 seconds through a traditional DTMF IVR. Our research shows that customers get very frustrated with long IVR menus and Visual IVR is an effective way to overcome this customer frustration while retaining the business benefits of automation.” Visual IVR was a key discussion topic at the recent G-Force Barcelona event, where Genesys customers and partners learned how it can be implemented and heard from Hatim Badawi of Etisalat – the telecoms provider with one of the most advanced cross-channel contact centres in EMEA – who has implemented a visual IVR. “Good customer care is more important now than it has been in a long time – but today organisations are more accessible. Businesses therefore should take advantage of that accessibility to deliver a multiple touch-point customer service strategy that builds and strengthens loyalty. The alternative is to continue with mediocre service that leaves clients in limbo until a better offer comes along,” continued Bruce Eidsvik.
Visual IVR is now available as part of the Genesys intelligent Customer Front Door (iCFD) solution. It unites a range of different technologies to optimise the path a customer takes through the contact centre. Visual IVR enables customers to be easily transferred to voice or visual agents seamlessly, unlike the mobile web, for example. This helps organisations boost their long term automation rates, because assistance at the right time helps develop confidence in the system and promote its future use. Genesys works with a range of organisations throughout the UK and Europe to deliver visual IVR solutions.
“Visual IVR is a very efficient and service-driven method for dealing with customer inquiries,“ commented Bruce Eidsvik, Genesys Vice President for EMEA. “Not only do Visual IVRs improve the Average Handle Time of automated transactions by over 50 per cent, they are far easier and less frustrating to use. With Visual IVR a customer can find and select a preferred option in seconds, whereas the same process would take at least 15 seconds through a traditional DTMF IVR. Our research shows that customers get very frustrated with long IVR menus and Visual IVR is an effective way to overcome this customer frustration while retaining the business benefits of automation.”
Visual IVR was a key discussion topic at the recent G-Force Barcelona event, where Genesys customers and partners learned how it can be implemented and heard from Hatim Badawi of Etisalat – the telecoms provider with one of the most advanced cross-channel contact centres in EMEA – who has implemented a visual IVR.
“Good customer care is more important now than it has been in a long time – but today organisations are more accessible. Businesses therefore should take advantage of that accessibility to deliver a multiple touch-point customer service strategy that builds and strengthens loyalty. The alternative is to continue with mediocre service that leaves clients in limbo until a better offer comes along,” continued Bruce Eidsvik.
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