Visual Interactive Voice Response (Visual IVR) is conceptually similar to voice

Interactive voice response Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telecommunications, IVR allows customers to interact ...

(IVR). Visual IVR uses

web application A web application (or web app) is application software that is accessed using a web browser. Web applications are delivered on the World Wide Web to users with an active network connection. History In earlier computing models like client-serve ...

s to "instantly create an app-like experience for users on smartphones during contact center interactions without the need to download any app." The user interacts with a visual interface by touch or click commands on his mobile or computer screen. The technology can be used either on a mobile device app or directly over the web. Visual IVR can be used for companies to interact with their monthly customers, to provide electronic billing and to order other information through a single access point. The user can realize in a few clicks a selfcare journey to find his answer, use another channel made available by the company (email, chatbot, SMS …) or to be put in relation directly with the good skill. Visual IVR has shown advantages over its legacy IVR counterpart, including reducing the average time to resolution by 300 seconds per call, earning a

Net Promoter Score Net promoter score (NPS) is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. The NPS is a ...

of 91 for ease of use, and increasing call containment by 75%. It can overcome inherent challenges in mobile app adoption. Visual IVR can also utilize

video Video is an electronic medium for the recording, copying, playback, broadcasting, and display of moving visual media. Video was first developed for mechanical television systems, which were quickly replaced by cathode-ray tube (CRT) syste ...

as a part of its interface, sometimes referred to as Video IVR. The Interactive Display Response System, which is one form of Visual IVR, was patented in 2009.CallVU:

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External links

Application of Visual IVR to enhance the customer experienceVisual IVR Tips for Selecting a Digital Engagement Platform
] Telephone services User interface techniques