Visual IVR Effectiveness

Video IVR continues to show promise as customer research conducted by Genesys Telecommunications Laboratories shows that visual IVRs used on mobile phones can reduce automated transaction times by as much as 56%. This not only translates to call-center resource savings, but also into increased customer satisfaction. Although most customers want to speak to a live operator when they have problems with a service, many people might prefer a self-service approach that includes both audio and visual components. Ultimately, customers hope to complete their transactions quickly and easily and research data suggests that this is more achievable with a user friendly visual menu.

As people become more familiar with using web-based utilities to report and resolve service issues, IVR appears to be following suit and progressing away from the standard audio interface that has been the norm in the industry. As discussed earlier this week, some companies have already begun to employ the video systems in place of more traditional IVR. Although the new element of the IVR system requires more time for development and implementation, the end benefits certainly outweigh the cost. As the use of video capable smart phones grows, there is undoubtedly a market for companies to improve their customer self-service menus to accommodate this emerging technology. The end result is most certainly reduced costs for staffed call-centers together with increased overall customer satisfaction.