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Autumn 2009
'Frustrating' voice menu options can be avoided with visual menu system
Visual Interactive Voice Response (IVR) solutions such as those delivered to mobile phone handsets can reduce the time of an automated transaction by 56 per cent, according to Genesys, a leader in contact centre solutions. Visual IVR provides graphical menus that allow users to short-circuit the process of listening to a consecutive string of spoken IVR menu options. Genesys says its own solutions unite a range of different technologies to optimise the path a customer takes through the contact centre. One of the keys to its claimed success, says Genesys, is that unlike the mobile web, it keeps open a readily accessible option for customers to be transferred seamlessly to voice or visual agents. According to Bruce Eidsvik, vice president for Genesys' EMEA division: 'Visual IVRs improve the average handle time of automated transactions by over 50 per cent, and are far also easier and less frustrating to use. 
'With Visual IVR a customer can find and select a preferred option in seconds, whereas the same process would take at least 15 seconds through a traditional DTMF IVR.'
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