Extend Your IVR to a Mobile Web Experience

Guest Blog Post | August 20, 2013

Smartphone adoption is exceeding 57% across North America, the UK and Australia and these intelligent devices open a world of new capabilities to enhance and improve customer experience. Despite the popularity and swift adoption of smartphones, a company’s 800 number and IVR is still the primary method customers choose to interact with a business. Unfortunately, existing IVRs can’t harness smartphone capabilities – especially the visual display – to improve self-service automation.

[24]7 Speech, which just received a Star Performer Award from Speech Technology Magazine, solves this problem by revitalizing and enhancing existing IVRs and redefining the customer service experience by capitalizing on the features and capabilities of today’s smartphones.

With [24]7 Speech, IVR users get an advanced mobile web experience on their smartphone without having to download applications. They can use their smartphones to view pictures, tables, and forms and provide input through touch, type, or speech across the web, mobile, chat, social, and voice channels all managed through the IVR.

Vivid Speech (formerly named Visual Speech) transforms the IVR, improving customer service experience for both consumers and enterprises with improved IVR economics, an HTML5 mobile web experience without downloading applications, and the power of predictive analytics with real-time decisioning to anticipate and simplify the customer’s interaction.

Recently, [24]7 Speech was deployed at a major global credit card company with impressive results from the start:

  • Adoption rates were greater than 80%, reflecting the latent demand of multi-modal capabilities among smartphone users.
  • More than 90% of users completed tasks successfully.
  • More than 80% of consumers rated the experience either 4 or 5 stars out of a top rating of 5 stars.

The world has changed and consumers are constantly using multiple channels and new technologies to complete transactions. [24]7 Speech provides enterprises with the ability to adapt and offer interactions that are dynamic, unique and contextually relevant to deliver a compelling omnichannel experience. You can learn more about [24]7 Speech and see a short video demo here.