NovelVox Introduces Intuitive Visual IVR for Cisco, Avaya, and Genesys Contact Centers

Customers expect to be able to contact you quickly and easily in order to have their questions answered. As a result, IVR allows them to quickly connect with customer support. During IVR communication, customers frequently encounter too many complex IVR menus, which degrades the customer experience and frustrates them. Thus, NovelVox goes a step further and launches Visual IVR, transforming frustrating traditional IVR prompts into interactive visual journeys for customers.

The Visual IVR from NovelVox provides a visually appealing self-service experience as well as clear visibility of options for more accurate responses. Escalation to a live agent for chat and voice assistance is seamless, ensuring that no customer query goes unanswered.

Customers can share information in multiple ways with visual IVR, including alphanumeric data, troubleshooting images, weblinks, visual forms, and more, reducing the need for call transfers to a live agent. Fewer call transfers result in fewer interactions in call queues and a better agent and customer experience.

Recurring inquiries do not necessitate the assistance of a live agent. In this case, Visual IVR automates such interactions by providing customers with a digital-driven visual IVR service that directs them to the desired solution via a more engaging, self-serve-driven digital menu.

Amit Gandhi, CEO, NovelVox, said, “As per the latest CX trends, I came to a conclusion that enhanced, self-service, effortless, and quick interaction can keep your customers happy and satisfied. With this intent, we launch intuitive Visual IVR that helps contact centers to transform their time-consuming voice IVR prompts into interactive visual journeys for customers. Visual IVR offers digital menus, alphanumeric data, troubleshooting images, web links, visual forms, and more that will contribute toward quick case resolution. Moreover, Visual IVR holistically improves your contact center by improving agents productivity and cutting operational costs.”