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Webinar: Visual IVR for the Hearing Impaired

Webinar: Visual IVR for the Hearing Impaired

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Featured Expert: Rhoda Agin, Principal – Agin Communication Assoc.

Please watch the webinar replay to learn how Visual IVR technology is changing the way those with hearing challenges interact.


  • Learn more about hearing impairment and the prevalence of hearing impairments.
  • Key challenges within the hearing disabled community with traditional IVR systems.
  • Strategic impacts on your business – how much business are you losing? How much can you save with Visual IVR?

{slider right arrow6  Audio Transcript|closed|grey}

Lee Judge: Good day, everyone. I’m your host, Lee Judge, and welcome to today’s webinar entitled, Customer Service Worth Seeing: A Visual Solution for Interactive Voice Prompts, brought to you by Jacada. Our presenters today are Dr. Rhoda Agin, principal and owner at Rhoda L. Agin, Ph. D. Communication Associates, and Gali Kovacs, Director of Corporate Marketing at Jacada. Today, we will discuss how to provide visual interactions from traditional telephone voice prompts. Also, we’ll cover how visual IVR technology is changing the way those with hearing challenges interact. Following the presentation, there will be a question and answer session, so please feel free to type your questions into the Q&A window at any time.
Let’s begin. We’ll start our conversation with Gali Kovacs. The presentation’s all yours, Gali.
Gali Kovacs: Thank you, Lee. It’s great to be here. Thank you, Rhoda, for joining us today. I want to start today by talking about the common IVR frustration. We are all familiar with them, having to call companies and listening to long menus, and a lot of choices, and being confused with what we just heard and what we need to actually select. As consumers, we experience this every day. As customer service and call center professionals, we try to diminish such frustrations. No matter how well we do our jobs, and how well our IVR system is accommodating our consumers and our customers, at the end of the day it’s systems, and systems, just like any other technical function, are much harder to use for people who suffer from hearing difficulties. This is something we really want to pay attention today and focus on.
“What was the option 2? How do I go back? Why is this taking so long? Seriously, do I have to start this all over again?” Imagine experiencing all of these and being hearing impaired. It makes your life a lot harder. It makes the choices you need to make a lot harder, the speed of the voice at the other end of the line, the need to make fast choices, the difficulties to understand what everyday option is, and which option is right for me.
Now let’s take into consideration, and we’ll show you these numbers later, but the hearing impaired are a big part of the population. Companies invest a lot of time and money fine tuning their IVR systems for their customers, should really also take into consideration that a large part of their customer base are having, have, or suffer from some type of hearing impairment. In the following slides, we will also show you how much this is impacting the bottom line of your business.
But before we dive into that, I’d like to introduce you to Dr. Rhoda Agin. Dr. Agin will talk about the hearing impaired population and reiterate again the need for IVRs to accommodate such difficulties. Dr. Agin will share with us some statistics that will show us exactly how much of our population suffers from this impairment. She will also talk about, based on her professional experience, the need to simplify the IVR experience for the hearing impaired population. Dr. Again is a professor of communicative sciences and disorder at the California State University. Dr. Again, Rhoda, I’d like you to invite you to take it from here, and please share with us some of your great information that you prepared for us.
Dr. Rhoda Agin: Thank you, Gali. It’s a pleasure to be with you today, and thank you for that kind introduction. I’d be delighted to share some thoughts with you about this particular population that has difficulty with the telephone communication experience. There are many populations that do have trouble, but the hearing population is a rather large portion of our general population, not only in the state, but internationally. Let me begin with looking at the challenge more specifically.
The hearing impaired individual experienced a number of unique element in this challenge when they use the phone. Let’s look at the relationship for a moment between communication and hearing. There are several kinds of communication. Many of the listeners might know about this. There’s sign language, and finger spelling, and touching, and photographs. These different ways of communicating are used internationally. They’re all over the globe. However, most of us do you use speech or what we also call oral communication. When we look at speech communication, there are really 3 elements, not just 1 element.
Speech communication actually looks at the words. This is the primary means of transmitting the message of course. Most people tend to just think of the words. Secondly, people think about vocal dynamics, but they don’t really think about that very much. We do need pitch, the highs, the lows, the volume, loud and soft, rate of speech, quality. We do attend to those things. Third of course are the visual factors, facial aspect, gestures, posture. Obviously, all of us lose visual body cues when we use the telephone. You don’t see anything. You miss all of those physical cues. Those of us with normal hearing lose both, if not all, vocal dynamics, the pitches, the highs, the lows, the nuance that really gives strong meaning to the words.
Therefore, we’re left with only the words, and the words become critical. For the hearing impaired, if you’ve got difficulty with even that, your communication, in essence, sort of goes out the window. At the very least, it’s unreliable. Telephone communication involves numerous challenges that we typically don’t notice until an essential ability is affected. Hearing is just such an essential ability. Digital support to those words then becomes an important option.
if you look at hearing a little bit more specifically, and you get a little better feel for the issue that’s central here, this slide tells us that hearing loss, first all, is a generic term. There 2 major components here. One is those folks who are deaf, deaf person is not really able to process language through hearing. He or she have little or no usable hearing. A hard of hearing person has residual hearing, sufficient to successfully process some language through hearing, but usually through a hearing aid. Even through we’re talking about help with a hearing aid, we have to keep in mind, there are still some difficulties even with use of a hearing aid.
Let’s look at the population and some of these statistics which actually gives us some insight into the number we’re talking about. This slide shows us that for thousands of persons, the challenges created by hearing loss begin at birth. Although we say here on the slide 2 to 3 out of a thousand, in the states, the prevalence estimates may even be higher. A Dutch study of neonatal intensive care units found 32 per 1,000 infants. The numbers really are a little bit higher I think. It may be even rising.
When newborns exhibits this hearing loss, by the way, it’s also a genetically transmitted hearing impairment. In this case, the hearing loss is caused by damage to the hearing mechanism before birth. We call this a congenital loss. There are some genetic conditions in which a baby has normal hearing, and later in childhood or adolescence, hearing become progressively worse. When hearing loss occurs anytime afterwards, we call it acquired loss.
Most of the persons with hearing loss fall into this second category of acquired lost. This slide that we’re looking at now implies that the population of hearing impaired individuals increases with age, and that’s true. There are many reasons for that however. We live in a noisy society. We have seen teens and adults walking in the streets with earphones. Many of us use or have seen others wear Bluetooth earphones. We see them in the supermarkets. We see them everywhere. There’s good evidence that people are listening to headphones longer and louder than at any earlier time in history.
Many of us with normal hearing have noticed that the average movie theater sound system and concert amplification, they’re notably louder than they were even 10 years ago. I recently saw a film called Spotlight. Probably many of you heard about it. It’s pretty popular lately. We had to tell the manager to lower the volume. It was much too loud for those of us who has just truly normal hearing, and it’s a film all about conversation. If we look a little bit further at noise in society, and probably since noise pollution is significant these days, and probably growing, maybe it’d be helpful to elaborate just a little bit further.
Noise is typically, I guess we would agree, an unpleasant sound. Most of us describe unpleasant sounds as loud also. The noise in our society has multiple sources, and some are quite dangerous because of this loudness. Loudness level that work or any loud noise, sudden or chronic, can damage the fragile hearing hair cells in the inner ear. Interestingly, in some person’s chronic noise abuse does not cause hearing loss immediately. It may take even 5 years or sometimes 15 years for the lost to actually occur, even though the initial incident might have been earlier.
Intensity or loudness is 1 of the 2 main characteristics of sound. Pitch or frequency is the other main characteristic. The loudness issue was really the one of greater concern. The human ear can hear very quiet sounds and extremely loud sounds. Normal hearing includes quite sounds with a loudness level of 0 to about 20 dB. dB means decibels. In typical conversation, such as I’m using right now, my conversational speech volume is about 60, 65 decibels. A gun shot in the range of 140, 174 decibels will cause immediately permanent damage to the hearing mechanism.
Richard Carmen and his Handbook on Hearing Loss and Hearing Aid, he puts an interesting a little bit of research. In New York city, sound levels in Time Square and Union Square, he reported, do not drop below 70 decibels at any time. Often the, he said, the cacophony continues at levels over 80 decibels due to heavy traffic. In the New York City subway system, the average levels are 86 decibels, and levels can range from 86 to up to about 112 decibels. One study indicated that the a small but substantial percent in New York City subway users will lose a little hearing as a result of a lifetime of riding just on the subway, which is for some people, it’s a little disconcerting.
Clearly, noise is taking the toll on hearing in society. As we age, hearing acuity may also decrease for other reasons during our aging cycle. Hearing may be impaired by smoking, by age, by head trauma, and there are a lot of non-noise related risk factors contributing to hearing loss also. Hearing impairment has been associated with diabetes, for example, or HIV, the human immunodeficiency virus, and a type A personality. There’s also been some research about the type A personality and hearing impairment.
Hearing acuity might even decrease when we listen to a person who uses a foreign accent, or speaks in a non-familiar dialect of English, including sounds and voice stress patterns would significantly … If those patterns differ significantly from our own, that in itself can be a problem for the listener. If we add those possible reasons for hearing loss, plus the genetic caused hearing impairment loss … We are talking not about 26 million anymore. We’re really beginning to talk about 30 million. We really begin to pick up even greater numbers than we thought about in any way before.
Let’s look at the age factor just for a moment, because that’s probably also a rather large number. Growing research is reporting that hearing impaired adolescence corned about future career barriers state that using the phone is a concern in about 51% of the participants in this particular study. In the US … That was done I believe in Australia. In the US, there are about 5 million people between the ages of 18 and 44 with a hearing loss. That’s a prime college age, early working age segment. A study reported last year, 2014, by Mercy College Faculty in New York, that they’re hearing impaired community college students, in their study, age 19 to 27, about 30% of them reported “I can’t hear the faculty or the staff at college.” These are shopping people and prime learning people, and they’re in an age group we would think would have good hearing, and indeed we find that their hearing problem is significant, even in that age level.
If we go up a little higher, we look at the implications at a multi-generational workforce, and that’s also worth noting. In AARP, the Association of Retired Persons, they’ve dealt with this topic from time to time. They say today and for the first time in history, 4 generations are in the workforce, pre-boomers, boomers, generation X, millennials. They’re all employed in a workforce at the same time. About 45% of this 55+ age group are working. This year, Kauffman Foundation study found that 26% of all startups were begun by seniors, 55 to 65 years of age. That was a surprise to me, and I take it would be too many of the listeners. This is also an international phenomenon. We see similar workforce growth in Sweden, and we see it in Japan, and we also see it in Germany.
If we look a little further, AARP tells us something rather interesting. They report that older Americans are of course prodigious consumers. Seniors know what other seniors like and need and they shop. Obviously then senior consumers are likely to use the current IVR systems to resolve the various issues that arise when products or accounts need attention and inquiries are made, et cetera. As these statistics show on this slide, in America alone, we have a large and growing population of hearing impaired persons who are likely challenged by the almost ubiquitous voice interactive phone response trees used by large companies everywhere. There are servers in there, sales programs, and they’re being very much brought to the public by interactive phone response tree.
In fact, individuals in their 50s and all the way up in their 90s are using cellphones, iPads, laptops, and other electronic devices right now. AARP very clearly states, indeed the hearing impaired too, in an attempt ameliorate the frustration with telephone communication, have been using a range of electronic devices for decades, depending upon the severity of their hearing loss, these include telephone amplifiers and local telephone relay systems, captioning phone systems, and even video relay systems. Surely the millions of hearing impaired persons internally who are navigating the familiar customer service hurdles of IVR are eager for frustration relief. They are seeking a better way to meet their telephone communication need, and it would seem that visual assistance is a likely viable and a long awaited option.
Gali, that’s about all I have to say at this point, and I share the stage with you. Back to you.
Gali Kovacs: Thanks, Rhoda. That was great. Let me continue, just one second, with my slide. I think you really gave us a great background and a lot of context to what I’m about to present. I think we now all realize that a large part of the population that suffer from this impairment, and it is something that should be thought of, and a visual interaction instead of a voice one can be a great solution here. Before we dive into the actual solution, let’s talk a little bit … [inaudible 00:20:29] look at these numbers, just so we understand exactly how much this is impacting our business.
We know a large population suffers from this impairment, and we know they are mostly likely very frustrated from the IVR experience. If most of us are, then they’re even more, probably veering out, they’re hanging up, and they’re not happy. There is a direct effect on possibilities for companies here. You can see in some of these numbers that 58% of Americans would never use a company that gave them a negative customer experience, that poor customer service equals about 43 billion per year of loss business, that IVR abandonment rates leads to almost 800% increase in cost for contracts, and of course that a loyal customer is worth up to 10 times as much as their first purchase.
It is in everybody’s interest to actually accommodate the hearing impaired population. These are really big numbers, and which got us to think, “okay. How do I really help this population? How do I make life easier for them and not having to deal with the IVR frustration?” What we want to present today and talk about really is the visual IVR solution. First, visual IVR is well known as an alternative to the traditional voice IVR, but we want to also present again the concept and the benefits that hearing impaired people can actually benefit from.
What is visual IVR? Visual IVR, as simple as it sound, basically takes a visual interaction and transform it … Sorry. It takes a voice interaction and transform it into a visual interaction. If we’re all used to calling the IVR, when you’re listening to all the option, instead of listening, now we’re seeing. We’re not only seeing, we’re touching our way through the menu. The control is in our hands, and we control the pace, and we can see everything. Everything becomes a much more clearer.
Let’s take a look at this for a minute. Think of everything we do when we call the IVR, when we call a company and the experience that we get. First we listen. Sometimes we listen to the entire menu option, then we move the phone away from our head while trying to remember all the options that we just heard. Then we try and chose the option that is best for us, assuming we remember that one. We chose one. We may have chosen wrong. We may have chosen right, but we want to move forward, and we want to choose another. That whole experience is very confusing and frustrating, and many customers just end up veering out, which means they didn’t even get the benefit of smart routing or self-service.
They haven’t solved their own problems, and when they do get to an agent, they haven’t hung up, the whole concept, everything they did is not visible, and they have to start from the beginning. Now let’s look what happens when visual IVR is presented, instead of the regular voice IVR. Take a look at the screens. With visual IVR, the same audio IVR experience is presented visually, allowing customers to quickly scan their screen, and tough their way through the IVR. It’s gar quicker and much more efficient. You don’t have to listen from beginning to end. You don’t have to try to remember what the options are. You’re seeing it, and it’s right there in front of you, and you’re navigating, and you’re controlling it.
This is a great experience, especially for people who suffer from their hearing impairment. Now there are a lot of other great benefits that come with this solution. Think about the self-service options that a regular IVR offers. Usually you can get, as a company and as an IVR programmer who are trying to create the best IVR possible, you can offer maybe 3 or 4 self-service options. With visual IVR, you can even have 7 levels, or 8, without frustrating or confusing customers, because everything is visible and they control the phase. Self-service options are much more available and are much more effective. The customer will most likely resolve an issue within the IVR.
Also, there’s this great feature called the back button. The back button, it’s one of those, “How did you not think about this before?” When you see the options and you’re not sure and you want to go back, and you want to go back 2 steps or 3 steps and start again, it’s so easy when you just press back. It’s not like a voice IVR where you have to press 9 and start everything from the beginning. Lastly, I also want to emphasize another benefit of data entry. When you’re on a regular voice IVR experience, and you simply cannot answer alphanumeric numbers. You cannot enter an email or an account number. You have to identify again to the agent. With visual IVR, this is another level of self-service and identification that the customer can do on his own within the visual IVR. This is the concept, and these are some of the benefits I wanted you to think about.
In addition to the visual IVR, there is what we call in Jacada our designer tool. The designer tool is basically a tool where a company can extent its self-service options and create more self-service options. As an organization, you can either chose to take your existing voice IVR menu and give them a visual presentation, or you can say, “Okay. I have this great platform. Why don’t I extend the self-service options?” I talked about this in the previous slide. I doesn’t necessarily have to be something that takes months, and it doesn’t need to involve coding or It.
The designer that Jacada offers is actually a tool that can be used by marketing, that can be used by business people. It has a drag and drop interface, and it has no coding, which means anybody without technical background can actually create more self-service menus and more self-service layers, and increase the offering on a visual IVR. On the business side, this means that if there’s a very fast go-to market, in today’s world, we have to keep up the face and we have to change our offering and our promotion. With the designer, we can easily do that, and we can publish it not only on our website, but also on the visual IVR, on the enterprise app, on your chat.
Companies can really shorten the length of calls or avoid them all together by creating a more in depth and enhanced self-service experience for customers. When you think about people with hearing impairment, this even have a greater impact on them because they, as much as they can, want to solve their own problems visually by looking and not having to speak to someone, which is literally sometimes impossible. This is something that should be considered as you consider a visual IVR solution.
We talked about visual IVR, now let’s talk about where is it expectable. Let’s say a company adopts this solution, where do my customer actually access the visual IVR? If I’m calling the 1800 number, what happens now? This slide lays out a few options of how customers can access the visual IVR. What we call the voice engagement is calling your regular 1800 number. A lot of companies [inaudible 00:29:14] there is actually add an option. For example, “Click 8 if you want to get a text message with the visual interaction.” When the customer does, that, he actually gets a text message, an SMS message into his phone.
He opens that message, clicks on the link, and the visual interaction starts immediately. If we want to accommodate the hearing impaired population which doesn’t necessarily call the 1800 number, we can simply advertise this option digitally on our website, on our app with banners and text ad that say that we now have a visual option and all you need to do is call this number and click 8. Even a hearing impaired person doesn’t have to listen to the entire menu. Another option is for a web engagement. Most of our customers, when they’re browsing, when they end up on our website, they usually go to a contact us page. At this point, they see the 1800 number. They pick the phone and they call.
What a company can do in this case, instead of presenting the 1800 numbers, it can have a link to a visual interaction, and basically the interaction start right then and there instead of calling. The entire menu that the customer would otherwise hear on the phone is not visible to him on the website, and he can start navigating through the self-service options. Similar to that, the visual IVR can also be embedded into an app. If you are a company that has a very popular enterprise app, and your customer base is really using that app a lot, and maybe spending more time there than in your website, then instead of your traditional contact us buttons and engagements on the app, you actually have a contact us that link into a visual interaction.
We’re getting close to the end, and we talked about what visual IVR is and why it’s beneficial, especially for people with hearing impairment, and how a company can really implement this solution to extent of service and what ways it can be accessed by customers. Before we finish, I really want to spend some time on these key benefits that, from my perspective, are really the key takeaways for this solution.
First of all, it’s on the go. When you have to talk and hear someone, you can’t really always do that on the go. You have to be in a quieter place. You are dependent on background noises. When you’re interacting with a company though visual IVR, you can literally do it from anywhere, because it’s visual, it’s not audio. As I said before, you can see and chose your options. It’s much easier to navigate. You control the pace. You can click back when you’re not sure and start over again. You don’t necessarily have to go all the way to start the menu from the beginning.
Another important thing that visual IVR offers is the connectivity to the call centers. The entire self-service transaction on visual IVR can either end there, with the customer solving his problem, or the customer may need to continue an interaction with an agent. When we’re talking about the hearing impaired population, they prefer chatting with somebody. With visual IVR, you can easily transfer to a chat when you need an agent on the other side, and that agent can literally see the entire visual IVR navigation history that the customer has gone through before the chat started. The interaction with the chat agent is quicker because you don’t have to start everything from scratch. The conversation or the chat can literally start again from where the customer left it off, so there’s no need to repeat information.
Another thing to point out that, at this point, the chat agent that is chatting with the hearing impaired cannot only see the entire history of his self-service transaction. It can also provide more help. We call this our collaborative features. The agent can share documents, can send links, can send images, and even help a customer fill out a form. This entire package together of visual IVR, and the added benefits together with this solution, is really a great fit for our customers who are a big part of this population who suffer from hearing impairment and when we want to offer an alternative for the traditional IVR.
Key point that we should take from this conversation, obvious, because we talked about the business impacts, and Rhoda gave us some great background in numbers on how many people suffer from this disability and what type of hearing disabilities that are out there. Telephone communication is hearing dependent. It’s very challenging for people who suffer from hearing impairment. Visual IVR offers hearing impaired people an effective and rapid customer service experience. It’s something different. It’s something that they haven’t experienced before, and it’s a chance for us, in the society, to really think of people with disabilities and provide an alternative.
There is a rich menu. There’s the ease of navigation. There’s a lot of self service capabilities that I’ve talked about, which means they will most likely be able to solve there their own problem. This is why we really think visual IVR, when it comes to the hearing impaired population, is really a great fit. From the business side, as we said, at the end of the day, it’s a win-win, and it’s really something that organization should consider when to strategize their customer service offering.
Lee, I’ll hand it over to you because we’re done with the slides. We can probably continue with the Q&A now.
Lee Judge: Okay. Thank you for your valuable insights on visual solutions for interactive voice prompts, both Rhoda and Gali. Due to the high participation in this webinar, we’re going to answer as many questions as possible from the Q&A window, and then the remaining questions will be responded to you individually after the event. We’ll now answer a few question that have already been added to the Q&A window. The first question here is probably for Rhoda. The question is, “Can’t a hearing aid resolve a hearing loss?”
Dr. Rhoda Agin: Sure.
Lee Judge: Wait. Rhoda, I think you muted yourself. Hold on one moment. All right. There you go.
Dr. Rhoda Agin: Okay. Audiologist who are specialist who work with hearing evaluation and hearing aid application and soon. Audiologist agreed that no matter how advance the hearing aid, and today we have extraordinary hearing aids with Bluetooth, et cetera, in most cases the aid cannot restore completely normal hearing, except in very mild losses.
Lee Judge: Okay. Another question we have here, I think this is Gali, “How do my customers access the visual IVR session?”
Gali Kovacs: We actually touched it in one of the slides. The visual IVR, the most popular way for customers to access it is actually by getting a text message. For most company that we have worked with through who have adopt the solution have kept their visual IVR in parallel to the regular audio IVR. When people call in, there’s actually an option that enables them to quick, usually it’s 8, and get a text message with the link. When they click that link, the visual interaction start. For the hearing impaired and for other types of disability, a lot of companies tend to advertise this option, so people don’t have to listen to the entire menu, but they know when they call in to click 8 immediately, because they saw it on a banner, or in some sort of advertising beforehand.
Another option is of course through the website instead of presenting the 1800 number, just to present the link into a visual interaction, and the same way in an enterprise app. There are companies where the enterprise app is highly used, so they embed the visual IVR within that app, so the users can enjoy it from there as well, and have the entire connectivity experience from the visual IVR in the app to the call center or chat if needed.
Lee Judge: Okay. Excellent. Rhoda, we have a question here that says, “Why would hearing impaired person use a video relay system on a telephone?”
Dr. Rhoda Agin: Okay. A person who use the video relay system want to see a speaker, especially sign language users. Sign language users have different sign language all over the world, but they all share this one interest in wanting to see the speaker. They want to see the hand signs and facial ethics that a company assigned phrase to help send the intended message. Just the repetition of a sign, hand sign, can mean something different than just seeing it one time. Video message services are available from a couple of companies and they are used across the United States for sure and probably internationally as well.
Lee Judge: Okay. We’re going to take about 2 more questions and then allow our attendees to get back to their busy days. The next question here, Rhoda, I think it touches something you mentioned earlier. They asked, “How does a type A personality make a person more likely to have a hearing loss?”
Dr. Rhoda Agin: Yes. That’s a good one. It has been found that individuals who are more prone to stress have a higher reaction to stress, maybe more likely to develop temporary hearing loss than those who are less stress prone when they’re presented with the same amount of noise. Blood flow is reduced when your muscles are stressed, and the muscles become more tense. We know that from various exercise research. This applies to the circulation of the inner ear and the head as well. It’s not just the arms and the legs that experience this in your muscles, and we also have muscle in the head and other tissues which do need the circulation that is so important for hearing.
There’s research on this topic, but this particular comment like from Carmen who writes extensively, Dr. Carmen, in hearing loss and hearing aids. He elaborates the type A personality.
Lee Judge: Very interesting. Thank you Rhoda. Let’s see. The last question here, it’s about visual IVR. Gali, I’m sure you can answer this one. How long does it typically take to implement a visual IVR solution?
Gali Kovacs: You’d be surprised, Lee, but it’s pretty quick. It’s a matter of actually weeks, not months. Typical companies usually starts with just visualizing their existing menu, so just reusing the XML scripts, and just taking existing menu and offering them visually in a matter [inaudible 00:41:30] weeks. Then other companies who want to extend the self-service options and create more trees and more options on the existing visual IVR, by using the designer that I presented before, which is I said is the drag and drop tool that requires no coding and no IT dependency. They actually do that pretty quickly, so we see a lot of that go-to market campaigns that are actually being implemented very quickly, so I would say in a matter of weeks.
Lee Judge: Excellent. Great information both, Rhoda and Gali. This concludes our webinar entitled, Customer Service Worth Seeing: A Visual Solution For Interactive Voice Prompts. Thanks again to Dr. Rhoda Agin of Communication Associates, and also to Gali Kovacs of Jacada. If there any questions that we were unable to answer during today’s session, we will respond directly to you after the event.
We hope that you have gained valuable insight into visual IVR for the hearing impaired and how easily you can utilize it to enhance your organization’s customer service. A replay of the event will be available soon on, along with the download link to the presentation. Once again, thank you for attending today please visit us at or at and have a wonderful day.


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