IVR and Its Future with Video

Video calling and messaging is no longer the future for today’s mobile consumers. Sprint and T-Mobile are offering video through their Qik video calling service and AT&T offers Apple’s FaceTime. Advanced video features are becoming increasingly common on other 3G handsets and SIP telephones.

Video can be used to enhance nearly all aspects of your customer’s current IVR experience. By providing visual imagery with your existing call flow, you can reinforce your brand image and current marketing campaigns. Video can improve usability by providing additional information with menu choices and provide navigation cues. Video can reduce costs by display complex transactional data in an easy to read format instead of requiring multiple steps to navigate the results with audio. And, of course, if your callers experience hold times while waiting for an agent, the time could be filled with advertisement for service or product upgrades that are significantly more compelling than your current audio offerings.

Video is not limited to incoming call center contacts. Video messaging provides another channel with which to reach your customers. Directions that include visual cues, such as street signs, buildings and doorways, can be sent as part of meeting reminders to help your customers find you quickly and easily. Product instructions and demonstration videos can be used to reduce the number of repeat calls into your support center and increasing first call resolution numbers.

Video, as a call center technology, is not just about keeping up with your competition, but is a technology that will improve the way you interact with your customers.

Jim Rush is a Product Development Manager for Syntellect’s Voiyager product line. When he’s not busy creating new features for Syntellect, Jim enjoys woodworking.