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white papers visual IVRWhite Paper: Visual IVR - A “Next Generation” Win-Win Solution for Customers and Organizations
The rapid and ubiquitous uptake of smartphone technology will drive a successful uptake of Visual IVR: over half of calls handled by US contact centers are from cellphones, and more than two-thirds of US cellphone users have a smartphone. With it being far quicker to read text than to listen to it being spoken - some studies show that a caller can navigate a Visual IVR menu five or six times faster than a DTMF IVR menu - the customer experience is improved without sacrificing functionality or options.