Visual IVR

Industry: Service Provider Region: EMEA Technology: UC/Customer Care

Keep both sides happy

More than 50% of organizations will redirect their investments to customer experience innovations by 2019

Gartner. "Gartner says organizations are changing their customer experience priorities"

A large telecom provider wanted to improve its omni-channel journey for customers and its ability to reduce problems for customers who called in, such as frustration with the voice IVR prompts when they had to make a payment.In its current state, the company was juggling multiple goals:

Reduce average handling time

Improve customer satisfaction and net promoter score (NPS)

Improve user experience, especially through its omni-channel strategy

When the telecom provider laid out these problems to the Cisco CADI services team, there was an easy solution to help its customers in their calls: Visual IVR.See clearlyHere’s how the solution works:

A customer interacts with the company's customer service department through any one of the company's main contact channels (mobile, web, email, etc.)

The customer agrees to answer preliminary questions via their smartphone, in which the Visual IVR link as an SMS message

That customer then clicks the link from a mobile device and starts a Visual IVR session, which gives the customer the ability to interact with the whole voice IVR tree via their smartphone

At the end of the Visual IVR session, the customer can take multiple actions, including making a payment over the Visual IVR session and contacting an agent immediately after making the payment

An agent can open his or her Cisco Finesse Agent desktop at any time and see the customer’s journey details in Visual IVR Finesse gadgets

Visual IVR allowed the customer to answer questions relating to a payment via a customer’s smartphone rather than through voice calling. The application sent the IVR flow through as a SMS link and the customer completed his or her request through that route.Meanwhile, the agent can monitor the customer’s journey via the SMS link and spot any problems they might have along the way. If problems do arise, the agent can pick up right where the customer left off, improving the user experience.

Visual IVR demo