Page 8 - Telecom Reseller July-August 2017

8 Telecom Reseller July/August 2017
West Unveils “Visual Voice” to Improve the Self-Service Experience with Audio-Visual Integration
OMAHA, Neb. - In order to help companies create a di erentiated experience by making it easier for customers to self-serve, West
is announcing the release of its Visual
Voice solution.
West’s Visual Voice is a more interactive, multi-
channel approach to traditional Interactive Voice Response (IVR) that enhances customers’ overall self-service experience by allowing callers to use their mobile devices to read texts, type responses and navigate mobile web pages and forms, while
intelligent IVR simultaneously guides them through every step.
Visual Voice provides a more e cient means of collecting customer data by reducing error rates and customer frustrations tied to IVR alone. Additionally, it presents an opportunity to help streamline customer interactions by making tasks such as keying long number sequences, scheduling appointments, enrolling in programs and making payments easier.
“With Visual Voice’s synchronization,
“This improves the endcustomers’ comprehension throughout the transaction and perception of their overall experience, as well as business operations, data quality and
service results.”
customers can e ectively self-serve in a more natural, personalized manner, as a result of visual processing,” said Dan Gordon, SVP of Strategy
& Development for Interactive Services. “ is improves the end-customers’ comprehension throughout the transaction and perception
of their overall experience, as well as business operations, data quality and service results.”
West’s Visual Voice solution o ers a smarter way to interact:
Quicker task-resolution – Provide customers with options for easier self-service via smartphone, without requiring them to transfer, disconnect or speak to live representatives during calls.
Multi-channel experience – Blend voice instructions with navigable mobile web forms and text messages, all without the hassle of downloading a mobile app
Choice and compliance – Easily collect customer preferences in the voice channel and securely enable opt-in compliance
High-touch, personalized customer experience – Blend IVR, SMS and mobile web to create an intuitive and rewarding customer experience
More at www.west.com. n
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