Traditional interactive voice response (IVR) systems have been used for many different applications allowing customers to interact with an organization without having to deal with a representative. Whether it is accessing your bank account, a movie theater or responding to a survey, IVRs can be set up with multiple options. While this technology has been effective, new visual IVR has the potential to introduce more options by using smart mobile devices and computers. By integrating mobile apps along with the features available on smartphones, organizations will now be able to link the interaction with core business processes to gather valuable data and provide other features to engage consumers.

Providing a visually guided menu on a smartphone, tablet or PC allows users to quickly select the option they want without having to listen to long call trees before they obtain the service they need. An article written on callcentrehelper.com highlights the capability of visual IVR and how call centers can benefit from this technology.

Call abandonments, dead ends and zeroing out are issues that affect traditional IVR systems because of the frustration customers experience in dealing with this type of set up. This is especially welcomed by people who are going through an IVR system with voice recognition. Having to repeatedly say what you need, because the system did not understand what you are saying can be frustrating indeed.

Visual IVR systems can be integrated with existing systems and scripts, so consumers can have the option of using the traditional voice platform. It doesn't interrupt current customer service systems and it can be installed without any computer expertise such as coding or costly replacements.

The greatest benefits of visual IVR is it will take the load of call center operators so they can address customers that need personal attention. This solution increases self-service by giving customers the ability to access the information they need more quickly and effectively.

When a customer signs on and starts using visual IVR, every interaction he or she has made can be accessed by a call center representative if and when they decide they want to talk to an agent. When the representative is ready to address the customer, they will have all the information readily available so they can answer the customer's requests without delay.

As smart mobile devices continue to achieve higher adoption rates, call-center operators must implement solutions that take advantage of this technology by introducing self-service solutions.