Visual Interactive Voice Response

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Visual Interactive Voice Response is conceptually similar to voice Interactive voice response (IVR) but with the addition of visual menus to enhance the experience. The user interacts with a visual interface by touch or click commands on his mobile or computer screen.[1] The technology can be used either on a mobile device app or directly over the web.[2] Visual IVR can be used for companies to interact with their monthly customers, to provide electronic billing and to order other information through a single access point.[3] The user can realize in a few clicks a selfcare journey to find his answer, use another channel made available by the company (email, chatbot, SMS …) or to be put in relation directly with the good skill[4]. It can overcome inherent challenges in mobile app adoption.[5] Visual IVR can also utilize video as a part of its interface, sometimes referred to as Video IVR.[6] The Visual IVR was patented in 2009[7]


  1. ^ Maribel Lopez (January 27, 2011). "Groupama: Creating strategic differentiation by combining contact centers with mobile". Lopez Research. Retrieved February 17, 2014. 
  2. ^ "THE 2013 STAR Performers". Speech Technology Magazine. October 1, 2013. Retrieved February 17, 2014. 
  3. ^ "Jacada and Vocantas Update on OnCall Solution". Entertainment Close-up. October 30, 2013. Retrieved February 17, 2014. 
  4. ^ "Dial Once : Charles Dunston (Mar 31, 2017), "Dial Once wants to digitize phone calls", retrieved 2018-06-05". 
  5. ^ "Callvu - How Can Insurance Companies Win at Mobile Engagement?". Retrieved 2016-11-22. 
  6. ^ Chris Vitek (January 24, 2014). "Building Mayday with WebRTC". No Jitter. Retrieved February 18, 2014. 
  7. ^ CallVU: Rotsztein, Doron; Faran, Ran (Jan 13, 2011), Interactive Display Response System, retrieved 2016-11-22 

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