Dialogic Blog

Visual IVR – Answering the Call for Mobile Customer Self-Service

by Elhum Vahdat

Jun 10, 2016 6:00:00 PM

Visual IVR Menu

In my previous blog, I shared my thoughts on how Visual IVR, or Visual Interactive Voice Response, is an ideal service for Mobile Network Operators (MNOs) to run on their new LTE networks.  What makes Visual IVR ideal for LTE is the need for speed, since the visual content is web-based (unlike Video IVR where the content is streaming together with the audio).  In many cases, LTE also provides the added ability to simultaneously manage a voice call and data to a network.  In short, Visual IVR enables the caller to make choices both visually and audibly by syncing the audio and visual portions of the call and LTE’s rollout helps make this happen.

Currently, Visual IVR is being used primarily in mobile customer self-service.  By providing a simultaneous visual alternative to navigating voice-only IVR menus, Visual IVR enhances the self-service process in a number of ways.  For example, unlike voice solutions that can only speak one option at a time, Visual IVR displays a full set of menu options on a device’s screen at one time, allowing users to quickly choose the path that is right for them.  This then leads to higher selection accuracy, lower average handling times, and of course an improved user experience.

Here is a recent installation of Visual IVR in a mobile customer care environment…  A leading liquefied petroleum gas (LPG) distributor in Latin America, recently installed PowerVille™ Visual IVR from Dialogic to offer its customers a visually-enhanced self-service portal, as the number of customers accessing self-service on mobile devices continues to grow exponentially.  They  selected Visual IVR for a number of reasons, including simplifying the interface to its mobile customer self-service portal for services such as payments, contacting customer service, ordering product and services, and locating their nearest store (integrated with Location Based Services).

The benefits of Visual IVR are many, especially in the self-service environment, with some studies showing that a caller can navigate a visual IVR menu between four and five times quicker than a DTMF (dual-tone multi-frequency) IVR menu.  For the provider, Visual IVR relieves contact center volume by diverting more calls to successful self-service interactions. This is accomplished through:

  • Visual Navigation — faster than listening to audio-only prompts
  • Increased Accuracy —caller can read and reread options before making a selection
  • Information-Rich Input — complex alphanumeric data can easily be collected

By being able to share visual content, including documents and visual media, during a standard voice call, Visual IVR offers a mobile experience that engages the caller both visually and audibly.

Check out the demo video fo PowerVille Visual IVR below. 


Topics: Communications Application Development