Visual IVR uses web applications to "instantly create an app-like experience for users on smartphones during contact center interactions without the need to download any app.
"[1] The user interacts with a visual interface by touch or click commands on his mobile or computer screen.
[3] Visual IVR can be used for companies to interact with their monthly customers, to provide electronic billing and to order other information through a single access point.
[4] The user can realize in a few clicks a selfcare journey to find his answer, use another channel made available by the company (email, chatbot, SMS …) or to be put in relation directly with the good skill.
[5] Visual IVR has shown advantages over its legacy IVR counterpart, including reducing the average time to resolution by 300 seconds per call, earning a Net Promoter Score of 91 for ease of use, and increasing call containment by 75%.