It will save the consumer time, rather than listening through the entire verbiage of the IVR prompts, customers can just look up the visual tree in one view and navigate to the desired node just by tapping on it.
60 seconds of first generation IVR versus 6 seconds of quick glance on the visual IVR to consume the information or carry out an action. Time consumption reduced at least by 10 folds.
It removes the auditory pressure from the consumer, no more missing out an option or selecting a wrong option or listen to an entire audio prompt again unless you reach the desired IVR node. The visual IVR sets the consumer free from full time auditory engagement to a casual multi sensory (touch/ visual) affair.
Vivid will force the customers to be more precise and focused with their issues. Customers will send in the description of their problems along with a picture or an audio note before they queue their call. The customer advisor would know in advance what the customer is calling about and can handle the call better, also reducing the average call handle time.
Depending upon the nature of the business, the business can reduce their traditional incoming call center traffic by a decent 30-35 %, saving money on resources and infrastructure while making the customer engagement more meaningful and interactive.
The consumer can also opt for a chat agent who he/ she can interact with using his smart phone. The chat feature will be fully multimedia integrated, where the consumer can take pictures and small sound clips from his mobile phones and send it to the advisor for reporting a problem or an issue with a product or service.
The first generation audio IVRs force the information on consumers by forcing them to listen through new prompt messages, in queue announcements, advertisement campaigns etc. Vivid changes this relationship from 'mandatory engagement' to 'demand-based engagement'.