PRESS RELEASE: Zappix announced that its software suite platform now supports voice-enabled commands for integrating Visual IVR prompts. This new voice capability provides a better,smoother Visual IVR experience. Users can now search for problem solutions and make channel choicesaudibly while receiving visual prompts on their SmartPhone.
The new voice-enabled Smartphone IVR empowers companies to provide the best of both worlds in visual and voice commands. Speech-enabled Visual IVR allows organizations to effectively process high call volumes while reducing the frustration callers experience when searching for an item in complex IVR systems.
“A recent study found that 77% of consumers say that valuing their time is the most important thing that a company can do to provide good service,” said Zappix Chairman, Avner Schneur. Consequently, the ability of consumers to flexibly and efficiently engage with customer service on their smartphones is now more important than ever. That’s why the mobile platform we built, right from the start, set out to deliver a real omni-channel customer experience with multiple communications paths. And now, with our new capabilities, it is easier than ever for customers to find the right path and the preferred method of communication to reach the desired destination within the service provider. We achieve this in both live voice and non-voice applications and with self-service channels as well, resulting in greater user satisfaction.”
With easy-to-use omni channel capability and convenience at every customer’s fingertips, consumers can quickly explore different contact center customer service communication channels and retrieve answers immediately, now both visually and through speech. The companies that utilize the Zappix Visual IVR solution benefit as well. Beyond seeing significant increases in overall customer satisfaction, Net Promoter Scores (NPS) go up , while direct and indirect call center costs drop.
Zappix also provides companies with convenience and control, giving them the ability to create, deploy or update a visual IVR solution on native iPhone, Android and Tablets as well as on the mobile web, all with the push of a button.
As an exceptionally flexible Visual IVR app, Zappix integrates voice and non-voice visual content with customer service channels that include phone (voice), web, live chat, mobile online forms, and multi-media (audio or video) self-help resources. Companies using this platform can realize significant reductions in app development costs while giving service-seeking customers exactly what they want and need– better agent interactions driven by automation, self-service, around-the-clock accessibility and enhanced mobile/web convenience.