Posted by eckoh at 9:56 AM on Oct 25, 2017
Visual IVR is a solution where a customer service task performed over the phone can be streamlined by providing a visual element that can be sent to the caller’s smartphone whilst the caller is connected to a live contact center agent or an automated voice system. For example, if the caller needs to select from an extensive list of items or complete a form for a bill query or adding services, this can be done far more easily by seeing the information rather than simply having it read out to them. Or where the caller is trying to claim a refund or get a replacement product if they can provide visual evidence of the problem to an agent this can shorten a process that can often take days to complete.
In this particular instance the telecoms provider are initially using their award-winning Visual IVR solution for adding ‘bolt-ons’ to services, changing addresses or tariffs, making payments and viewing bills or account details.
The implementation and operating cost of Eckoh’s Visual IVR solution can deliver a very fast return on investment as the reduction in call handling time by the agent for these complex tasks can be significant. The powerful combination of visual and spoken interaction transforms customer smartphone engagement and improves customer satisfaction as tasks are completed quicker and more accurately. It has a range of applications for customer engagement such as enabling channel shift, enhancing customer experiences, improving interactions, resolving issues faster and providing customers with every engagement option possible.
Nik Philpot, Chief Executive Officer at Eckoh commented
“It’s fantastic to see home-grown Eckoh innovation being recognized in such a prestigious way, against very tough competition. Congratulations and huge thanks to the whole Eckoh and partnership teams that worked on this project. It can be challenging pushing the boundaries of what’s possible with contact center technology, but seeing our innovative solutions win industry awards like this demonstrates that we have the capability to make a real difference to our partners, clients and the industries in which we operate.”