February 2023

Visual IVR is a better solution because it tries to give you digital help whenever and wherever you need it, without having to connect you to an agent. This means that Visual IVR gives the customer a clear way to help themselves and only puts them in touch with an agent (with full context transfer) when they really need to. Visual IVR can also be easily added to a website or mobile app and does not need to be downloaded.

I don’t think that WebRTC is a better solution because it makes a lot of assumptions about the customer’s journey. First of all, WebRTC assumes that the customer’s journey will always start on the company’s website or mobile app…

If my cable goes out in the middle of a show, I’m not going to look for the app or website for my cable company. Both of these choices require me to have already set up an account and/or to remember the details of that account. If the desktop monitor I bought 6 months ago stopped working, I don’t know of any app that could tell me if it’s still under warranty and help me order a replacement. These are examples of how Visual IVR can be used.

These are very simple examples, but the point is that there are a lot of things that could make me ask for help that don’t have to do with the website or mobile app.

Also, the goal of WebRTC is to put you in touch with an agent if you have trouble on a website or mobile app. This is another way of saying that every interaction between a customer and a customer service rep needs an agent.

Here’s why visual IVR is here to stay:

In the article we just talked about, the author gives his opinion on why Visual IVR is not good enough. He said that the use of “IVR” in the name of “Visual IVR” sends a negative message to customers because of how they think of this technology, that “IVR” shows a “technology-first, not customer-first” mindset, and that “Visual IVR” is a “stop gap” technology. Most of these points of view couldn’t be more wrong.

First of all, I’ll be the first to admit that the name “Visual IVR” is very limiting and might even make people think of bad things. When the technology first came out, it was just a way to add pictures to your existing IVR.

The original benefit of a visual IVR was to greatly cut down on the time it took to connect a customer to the right agent and make it easier to do so. Instead of having to listen to the menu prompt (press one for technical support, press two for billing questions, press three for the winning lottery numbers, just making sure you’re still with me), the customer can now see the options and tap or click to move through the routing system. This saves time and lets the customer see all of the options.

Customers can see the options, so they don’t have to worry about waiting through a long recorded list, picking the wrong option, or not even waiting to hear all of the options. This makes routing better (zero outs).

As I said, the product can now do a lot more than just make your existing IVR look better. With the new ability to do things on your own, routing has gotten a lot better. If, for instance, a customer’s cable TV goes out, Visual IVR gives them access to pictures and/or videos that show them how to reset their service and/or device. This can include a step-by-step walkthrough of the process. Visual IVR gives the customer the tools they need to answer their own questions or take care of their own problems.

If the customer can’t solve the problem on their own, they can be transferred to an agent in a number of ways (call back, waiting queue, chat), and the agent is told what steps the customer tried. This helps the agent rule out troubleshooting steps that didn’t work and find the solution faster.

The technology is here to stay because many organisations are seeing a big drop in calls because Visual IVR is able to turn those calls into fully functional digital engagements. Callers who need to be transferred to an agent not only get to the right agent the first time, but they also don’t have to do much to get there (like verify their identity or explain why they’re calling again). So, the average time it takes to handle these calls is a lot less than it was before Visual IVR.

Since many people can see a return on investment (ROI) in just a few weeks, it’s hard to ignore the benefits of the solution.

The customer was in mind when Visual IVR was made.

Almost every company that has put money into customer service at the front desk has an IVR system. There is a lot of value in putting the customer in touch with the right agent who can help. But, as I’ve already said, IVR doesn’t always work the way it was meant to. Customers often fail to get value from technology because they zero out or can’t enter the right information because touchtone and voice recognition have limited data entry.

This makes customers angry and makes them forget what IVR is good for. It also makes the organization’s AHT and solutions more accurate. But organisations can’t just give every customer the phone number of their best technical support person.

Customers still use the call centre hotline a lot when they need help. It’s not a bad idea to send those customers to a system they’re already familiar with and that can help them better.

One of the most significant benefits of cloud solutions is scalability. Companies can easily scale their storage, computing, and networking resources as their needs change, without the need to invest in new hardware. This eliminates the need for large upfront investments and allows businesses to pay only for what they use, which can help reduce costs.

Another benefit of cloud solutions is the ability to access data and applications from anywhere with an internet connection. This allows businesses to work more efficiently and effectively, as employees can access the information they need from any location. It also facilitates remote work which has become increasingly popular due to the COVID-19 pandemic.

Cloud solutions also provide increased security for businesses. Cloud providers invest heavily in security, and their security measures are often more advanced than what a small or medium-sized business could afford to implement on its own. This includes encryption, firewalls, and intrusion detection systems, which protect the data and applications from unauthorized access.

Cloud solutions can also help businesses to improve their data management and analytics capabilities. By storing data in the cloud, businesses can more easily gather, process, and analyze large amounts of data, which can help them make better-informed decisions. Additionally, many cloud solutions come with built-in analytics tools that can help businesses gain insights into their data more easily.

In conclusion, cloud solutions are becoming increasingly important for businesses of all sizes. They provide scalability, accessibility, security and advanced data management capabilities that can help businesses to operate more efficiently and effectively. As more and more companies move their data and applications to the cloud, it is becoming a crucial technology for businesses to consider in their IT strategy.

One of the biggest benefits of eSIM services is their scalability. As the number of connected devices continues to grow, eSIMs allow users to easily add and remove mobile network profiles as needed. This can be especially useful for businesses with a large number of connected devices, as it eliminates the need for physical SIM cards, reduces costs, and allows for easy management of the devices.

eSIM services also provide increased flexibility in device design. As eSIMs are virtual, they take up less space and can be embedded in a variety of form factors, such as wearables and IoT devices. This allows for more design options for device manufacturers and increased functionality for users.

Another advantage of eSIM services is the ability to have a local presence in multiple locations. With eSIMs, users can have virtual phone numbers from different countries, which can be useful for businesses that operate in multiple locations or for travellers who want to avoid expensive roaming charges.

eSIM services also provide advanced security features such as secure boot and secure storage to protect against hacking and unauthorized access. This is especially important for businesses that handle sensitive information and need to ensure the security of their connected devices.

In addition, eSIM services can also be managed remotely, which makes it easier for businesses to activate, deactivate and update the SIM cards. This can be especially useful for companies that have many connected devices and need to manage them remotely.

Another benefit of eSIM services is the ability to switch seamlessly between different mobile network operators while traveling abroad, without the need for physical SIM card swaps. This can save time and money for travelers and businesses that frequently travel internationally.

Finally, eSIM services are becoming more widely available globally, which makes it easier for businesses and individuals to take advantage of the features and benefits of eSIMs regardless of their location. This increased availability allows for a more consistent user experience and more options for businesses looking to implement eSIMs.

In conclusion, eSIM services are changing the way we think about mobile connectivity and providing businesses with a number of advantages such as scalability, flexibility, security, remote management and global coverage. As the number of connected devices continues to grow, eSIMs are becoming an increasingly important technology for businesses to consider in their IoT and mobile strategies.

One of the most significant benefits of IoT services is their ability to collect and analyze large amounts of data. By connecting devices such as sensors and cameras, IoT services can gather data on everything from temperature and humidity to traffic patterns and energy usage. This data can then be used to gain insights and make better-informed decisions.

One example of this is in the manufacturing industry, where IoT services can be used to monitor and optimize production lines. Sensors can collect data on machine performance, energy usage, and product quality, allowing manufacturers to identify and address issues in real-time. This can lead to increased efficiency, reduced downtime, and improved product quality.

Another area where IoT services are making a big impact is in the field of predictive maintenance. By monitoring the performance of machines and equipment, IoT services can predict when maintenance is needed and schedule it before a failure occurs. This can help reduce downtime and improve the overall efficiency of operations.

In the field of logistics, IoT services can be used to track and monitor the location of vehicles, cargo and shipping containers. This can help optimize routes and reduce the risk of theft and damage. Companies can also use this information to improve delivery times and reduce costs.

IoT services are also being used to improve the security of buildings and homes. Smart cameras, door locks, and motion sensors can be connected to an IoT platform, allowing for real-time monitoring and control. This can help detect and deter intruders, and provide peace of mind for homeowners and businesses.

Lastly, IoT services are also being used to improve the customer experience. By connecting devices such as smart speakers and displays, businesses can provide customers with a more personalized and interactive experience. For example, a retail store could use IoT services to track customer movement and provide targeted discounts and offers in real-time.

In conclusion, IoT services have the potential to transform the way we live and work by connecting devices and machines in a way that was once unimaginable. From manufacturing and logistics to healthcare and retail, IoT services are providing businesses with the tools they need to gain insights and make better-informed decisions. As the number of connected devices continues to grow, the possibilities for IoT services are endless, making it an exciting time for businesses to take advantage of this technology.