Service Desk Trends (Visual IVR)

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A traditional interactive voice response (IVR) experience, with its endless menu trees and confusing options, can be a frustrating experience for users. It also provides limited ability to offer self-service.

Visual IVR is a cross-channel customer experience solution that provides a visual interface to customers seeking agent assistance. Whether browsing content from a mobile app, a PC or calling into a toll-free number, customers may need help at various touch points.

Visual IVR offers a visual interface at each of these touchpoints and many others, to simplify their experience and optimize self-service at the same time.

What is Visual IVR?

  • 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 resource that can solve their problem/inquiry at first contact.

How can Visual IVR help?

  • Scanning a screen is quicker than listening to lengthy menus, why not make your current IVR system visual
  • Easily accessible from company’s website or customer’s mobile phone.


  • Fewer Calls: By building sophisticated self-service flows, you can resolve customer issues in the graphical designer all within the Visual IVR session, reducing the number of calls coming in to your agents.
  • Channel Pivoting: A percentage of phone calls can be converted into lower cost self-service interactions using Visual IVR, while maintaining happy and loyal customers.
  • Reduced Call Times: Collecting important call information before connecting the caller to the agent dramatically cuts down on call handle time.
  • Serious ROI: A typical Visual IVR implementation has a ROI of less than a month.
  • Omni-Channel Experience: You can start a chat or text session, send an e-mail, request a callback, or transfer to an agent.
  • Menu-Driven Interface: Enable more accurate selections and decrease average call duration.

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