visualyzr whitepaper

VISUALYZR

A S o l u t i on fo r the

Company a nd Cus tome rs

© 2013 Visualyzr. All right reserved. www.visualyzr.com

VISUALYZR

Solution for the company and customers-

Trouble with existing IVR System

You have invested a lot of money and time on your experts to develop and run to build your

IVR system hoping to deliver best customer service. In order to make customer choices and

queries and creating optimize decision trees, your company must have poured lot of money

on building a customer oriented IVR System.

Now, your IVR system is ready and up and running.

But now here comes the trouble! Your customers do not like your IVR system. It is causing

frustration and you are facing trouble seeing excessive “zeros out” or “dead ends” by your

customers.

“How can I help you” Says VISUALYZR

How can you get a solution for your company and your customers? If scanning to mobile

device for desirable options is easier than listening to large menus then why not adding some

visuals to your IVR for your company website or for your customer’s mobile phones.

Objective behind investing on your new IVR-VISUALYZR

Before intricate further, lets discuss some major objectives on investing on Visualyzr-

Add a self-service environment: Making Visualyzr user-friendly and self-service mobile

app for the customers.

Improve call center efficiency: Increasing call center efficiency by freeing your call

agents from tackling calls which was impossible by your old IVR.

Improving call time: Lowering handling and holding time of the calls that made by the

customers at the call center.

Precise Routing- Connecting the customer directly to the right agent at the first time

Diminish cost: Lowering in training cost is possible as the customers will able to

complete its transaction by Visualyzr.

www.visualyzr.com - A value-added customer experience!


Now days, customer prefers live agents than choosing IVRs to complete their routing account

transactions. Customer feels more satisfied and happy when their query gets solved as soon

as possible. Even today, efficient IVR leaves simple, mundane and repetitive enquires to the

IVR, always available when their need them, provides less options and making easier for

customers to remember all the available options.

Still customers disliking IVR systems - Why?

Long agonizing voice menus

Maps numbers to features

Too many options, difficult to navigate and delays the flow

Dead end- Customers get irritated when unable to find desirable category

Call disconnection- Due to long time spending on navigating menus for desirable

options, call gets disconnected or sometimes due to sheer frustration customers hangs

up the phone.

Poor voice quality: Due to poor voice quality sometimes it is hard for customers to

listen to the agent.

Aftermath of Traditional IVR System

Customer Satisfaction is what every organization aspires to cultivate and manage, but getting

an accurate assessment can be challenging. It neglecting human factors form IVR Technology

namely- menu options, concise call flow, ease of navigation, your customer will not choose

you IVR system.

If the system is difficult to use then we opt the least resistance path of zero -out or speak to a

live agent. At this point the IVR technology has fizzledin its first goal- providing a self-service

channel. Decline in a customer satisfaction is increasing by IVR problems, irrelevant and

repetitive steps and troubling reaching agents. With calls overloading, customer choosing to

zero-out, inbound call volume spikes, long holding time, poor routing, legacy IVR are some of

the most common pains and frustrations faced by customers in an inefficient IVR



Make your IVR experience better

Looking at the above facts, having the best IVR technology is not enough. There is a need of

product which simplifies customer experience; simple to navigate, customer friendly and

above all, has an option for self-service or live agents for the customers.

Visualyzr is an enhancement in existing IVR system with innovative concept, gives

advance and practical solution which diminishes the problems of traditional IVR. Visualyzr is

a solution that removes all the hurdles of traditional IVR by increasing customer satisfaction

and improving business profitability.

Modify your IVR with Visualyzr

Visualyzr is a customer experience management platform that provides a visual interface to

your IVR System. Now, Customers can see and click on a particular option and need not to

listen to multiple options, repetitive information or chat with live agents. There is no need to

fuss over attending long menus on phone and remember which number belongs to which

category. Now, there is a time to put an end to these troubles.

Visualyzr provides visually oriented customer service experience. Now, customers are able

to view company’s website through mobile phones by launching an app on their mobile

device, a visual IVR menu will be there, ready to get accessible visually. Customercan touch

their way; choose their desirable options all with the comfort of mobile device, besides that

they can also connect with the particular call agent for any queries. This app offers aself-

service IVR to the customers with better experience and resolves their problems much quicker

and efficiently.



Get some benefits from Visualyzr

How does Visualyzr works!

Visualyzr works seamlessly with your old IVR system with no irruption to your existing

customer service. There is no cost interruption or clangs with your other communication

channel on investing on Visualyzr. It requires zero coding, quick deployment with no

replacement costs which makes easier for the companies to adopt this technology. It

provides a simple way to design flows and release apps to users. Additionally, Visualyzr runs

on an XML scripts, any changes made on your XML script will reflect automatically to your

mobile devices. It works flawlessly between multiple stakeholders (Call centers, mobile

phones, IVR) with no glitch.

For Business

For Customers

High agility with lower maintenance

Callers can receive better information

more quickly and easily

Increased sales with targeted

advertising and enhance profitability

Easier and contented self-service for the

customers, improved customer experience

For call centers there will be reduced

call handling time, increased customer

satisfaction, gain competitive edge over

the market.

Reduced cost by redirecting the customers

to non-voice channel with visual service

app.

Reduces or remove call abandonment

rates and zero-outs

Quick problem resolution with better

routing

Increased customer retention,

satisfaction and loyalty

Holds a control over accessing information

and less dependent on call agents



Visualyzr – Key Features and Benefits:

Enhance IVR technology by adding visuals interface embedded in your mobile app.

Brings a self-service facility to increase customer satisfaction.

User will be save data in the form of visuals for historical information.

Allows dynamic updates to mobile app

Increased call center efficiency by lowering Average Handling Time

Reduce cost by redirecting the customers to non-voice service channel.

Visualyzr enables organization to increase profits and provides the best services to the

customers and impeccable customer satisfaction. With the innovation of a self-service tool,

Visualyzr delivers the need of your tech savvy customers by leveraging the use of mobile

phones to interact with your IVR visually. It provides quick problem resolution with better

routing independently of live agents

Bottom Line

You have already invested large amount of money and time on your team of experts. Now,

it’s the time to double their skills and knowledge by introducing them to the visual app on

mobile world. You will wonder to know how simple and cost effective it is to have the

correct visual IVR solution- VISUALYZR, with the need of same set of skills you have utilized

on your traditional IVR system in order to increase profitability and gain competitive edge

over the market.

For more information, visit http://www.visualyzr.com/contact_us.html

http://www.visualyzr.com/contact_us.html

visualyzr whitepaper

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