Video IVR

Business communication around the world is evolving constantly due in no small part to rapid developments in technology. Although IVR systems for customer support have evolved in that time as well, a key feature that is missing in most service applications is a visual interface. Almost no home telephones are equipped with video capabilities so there has been no practical method for integrating video into IVR systems for most users. However, as mobile devices become more ubiquitous and increasingly capable of many applications besides DTMF dialing, there are many emerging opportunities to integrate video into IVR systems for customer service.

With the development of more powerful mobile networks and video equipped wireless hand-held devices, there will likely be an increase in the development of video IVR systems over time. Video IVR adds a new dimension to self-service menus by allowing customers to see all available menus in addition to hearing the standard recited list of options. A system recently implemented by Egypt's Etisalat even allows customers to connect face-to-face with a service agent through a video chat. These types of video enabled service products could increase overall usability and customer satisfaction of IVR systems in general. Consequently, video IVR could prove to be a major segment of the IVR production business in the future.