Visual IVR
Klarion’s visual IVR uniquely combines rich digital media with voice for an interactive digital journey that dramatically enhances capabilities and customer experience.
Delivering Interactive Visual Journeys to Customers
Legacy IVR (Interactive Voice Response) systems typically involve a tedious and frustrating experience. Rigid IVR processes entail a slow ‘walk through time; for customers with limited or no ability for them to resolve issues in self-service.
Klarion’s visual interface transforms standard IVR menus into an interactive digital journey that parallels every stage of the customer call.
The visual display can be presented to the caller at the start of their interaction with IVR. This display complements the IVR journey by presenting customers with visual menus and digital content, serving to improve call containment, digital self service and the caller experience.
Solution Offerings
Interactive visual overlay
Compliments existing IVR journey
Multiple authentication options
Start simulates a regular phone call
Self-service capability
Seamlessly route calls to live agents
Easy transition to Collaboration sessions
Flexible and scalable implementation
No need to redesign infrastructure
Benefits
Increase Digital
Deflect phone callers to digital self-service
Maximise Digital Assets
By re-using existing Digital assets, optimize usage by over 30%.
Reduce Call Volumes
Provide self-service resolution pathways and reduce call volumes by 50%
Enhance Customer satisfaction
Utilise digital tools that will improve your NPS by over 50%
Brand Promotion
Seize the opportunity to promote brand and campaign sales with rich interactive visual content
Fast time to market
Easy to deploy, requires no new content and no changes to existing infrastructure
One-Step security access
Enables fingerprint swipe, pattern flow and use of camera to fulfil security access requirements
The Visual IVR module is part of Klarion’s Digital Customer Engagement Platform which includes Collaboration and Content Sharing, Visual Conversational IVR, Smart Digital Forms and Management & Analytics Modules.
Features
One-Step Access
Reduce the time-consuming user experience of the traditional IVR system, Klarion enables smartphone users to access services via fingerprint swipe, pattern flow and face recognition.
Easy implemented
Implement over all known IVR platforms (Genesys, Avaya, InContact, Cisco, Amazon Connect, and more)
Presentation Capabilities
Utilise a wide variety of interactive forms and expressive menu options. Customers can use online forms to fill-in service requests and reduce overall call time with an agent. Visual product information can be displayed through photos and infographics, providing engaging customer experiences.
Mobile Web and App
Re-purpose existing mobile web and app assets for customer self-service. While the mobile web brings the right page in the right time with a single sign-on, the mobile app brings deep links with a single sign-on. SDK available for native initiation on Android and iOS devices
Personalised services
Customise the Klarion navigation menu to deliver highly personalised services to premium customers
Marketing Campaigns
Deliver ‘non-disruptive’, personalised, contextual marketing campaigns to generate up sales and cross sales for related products and services
Flexible deployment
Deploy on premise or as a cloud solution. On premise solution is installed on Microsoft Technology (server) with SQLDB
Plug into any CRM
Applying common protocols, with possibility to access any developed web services.
Versatile Call Initiation
Visual sessions are enabled on iOS and Android devices and initiated via app or SMS text.