Self-Serve
Visual IVR solution is now available for user-managed demonstration on the Cisco® dCloud platform. The Cisco dCloud is a self-service demonstration offering that provides Customers, Partners, and Cisco Employees with a robust way to experience Cisco products and solutions.
BY DYLON MILLS
Company background: This company is a Fortune 50 company operating out of the West Coast of the United States. The company has products for both the B2B and B2C markets and is a leading provider for businesses and consumers operating in a mobile and cloud world.
JACADA WEBINARS
In a recent webinar, we opened the format to serve as a Visual IVR Question and Answer session. During webinar registration, and even during the event, attendees were able to ask their questions about Visual IVR. Dozens of questions were received and kept coming in right up until the close of this informative event. Much was learned about Visual IVR and many misconceptions were clarified. Whether you are new to the concept of Visual IVR or you are on top of your Visual IVR and digital customer experience research, there is something in this Question and Answer session for you.
BY DYLON MILLS
In a fairly recent blog post titled “Why Visual IVR is a Bad Idea” the writer made their case why they believe WebRTC is a better solution. They refer to it as an “embedded live help feature” that will provide an exchange of context between the customer using the mobile app and the agent. In addition, they reference no hold times and reduced cost by using VoIP instead of the traditional Public-Switched Telephone Network. In theory, this sounds great but I’m here to tell you why it’s not enough and why Visual IVR is actually the better solution.
BY DYLON MILLS
Visual IVR is a support platform that guides inbound callers to a web-based support experience – personalizing the support journey for customers already on their way to the queue. This technology seamlessly connects customers to self-service options and/or a support resources that can solve their problem or address their inquiry at first contact.
Callers are provided with the option to opt-in to a Visual IVR session by pressing the corresponding number on their touchtone device. This initiates a text message containing a link to the disposable web-based support experience. No download or holding period is required to get started immediately. In addition to this, customers are also able to initiate a Visual IVR session by clicking or tapping the link on the organizations website or mobile app.
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