IVR Anywhere Brings Visual Mode to Mobile Users
Consumers today expect service on their own terms. Having the power of a screen in the palm of their hand and the convenience of touch-based interactions is the norm, rather than the exception. Convergys Intelligent Voice Portal 9.0 offers consumers the ability to begin an IVR self-service interaction and seamlessly transition to a visual- based communication.
According to Gartner, “cloud-based solutions, omnichannel interactions, natural-language speech and the use of mobile devices are forcing enterprises to re-evaluate their approaches to self-service and interactive voice response. IT planners should examine how IVR technology can increase revenue and customer satisfaction.” Gartner, Inc., Market Guide for IVR Systems and Enterprise Voice Portals, 2015, Bern Elliot and Drew Kraus, April 28, 2015.
Convergys Intelligent Voice Portal (IVP) 9.0 brings multichannel IVR and visual capabilities to smartphones and web pages supporting WebRTC protocols. The new IVR Anywhere functionality lets mobile users utilize screen-based visual interactions via mobile web pages. Click-to-talk features and visual dynamically generated content combined with the flexibility to transfer to an agent whenever necessary gives mobile users additional communication channel choices and self-service options.
“Great CX happens when companies identify the right engagement strategy and utilize a customer journey-centric approach to reduce customer effort. IVR Anywhere provides companies the ability to ensure channel choice, preference, and personalization,” said Kathy Juve, SVP Marketing and Product Development at Convergys. “We are committed to giving today’s mobile consumers a more satisfying omnichannel experience, while helping business owners reduce costs and increase revenue opportunities.”
IVP 9.0 allows a single IVR application flow to be leveraged for both audio and visual modes, using Convergys’
Interaction Composer graphical application development tools. This simplifies the design, development, and deployment of visual- based applications and maximizes existing application business intelligence.
IVP 9.0 also expands on the sophisticated reporting capabilities of Business Analytics and provides enhanced visualization and controls of IVR application-specific parameters, such as sales and marketing messages and IVR application parameters that affect the user experience. These features make application business owners more efficient and reduce the risk of errors.
About Convergys Customer Interaction Technologies: For over 30 years, Convergys has provided industry-leading technologies and services that balance customer satisfaction with cost reduction. We combine omnichannel technologies and award-winning Professional Services to deliver effortless, personalized interactions.
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world. Visit www.convergys.com to learn more about us.