Introduction to Video IVR:
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Mobile Interactivity for an Enhanced Customer Experience
IVVR (Interactive Voice and Video Response), otherwise known as "video IVR" brings new value to the mobile experience by combining the familiar voice-based IVR self-service environment with video to create a compelling visual experience.This allows a caller to interact with a real-time video stream by pressing DTMF buttons on a handset or through speech recognition.
Video IVR applications are typically delivered to a mobile handset via a 3G Video Call and are therefore compatible with all 3G video enabled handsets – unlike Java based applications which need to be targeted and tested on multiple handset types.
Contact us if you are interested in talking to a SpeechStorm representative around Video IVR or any of our other IVR products. We will be in touch as soon so possible.
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IVVO Video Applications
IVVO is a set of applications that can be used to provide extra content or information to traditional IVR services.
IVVO helps the caller understand what options are available without having to wait for them to be read out by the IVR service. Additionally, the video display can be used to efficiently present information that is difficult to handle solely through voice, such as presenting a mini-statement, displaying cinema or transport times or presenting a map of a location.
This allows the caller to get a more efficient user experience and can significantly reduce call times for the service operator.
Benefits
The use of 3G-based Visual IVR applications deliver significant benefits to the mobile user over traditional browser or handset services.
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For the Caller |
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For the Content Provider |
- Visual, web-like user interface:
Menu presentations yield faster and more accurate navigation.
- Faster, more responsive service:
Not subject to IP/HTTP latency problems between device and server.
- User experience is enhanced:
Compared to services delivered through a mobile browser, which tend to be perceived as awkward to use for a non-technical user.
- No installs or downloads:
Delivered as part of a transient video call and therefore users never download anything to their phone.
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- Enhanced up-sell/cross-sell opportunities:
A video call that dedicates a portion of the screen to offers and promotions could be more favourably perceived than traditional IVR.
- Enhanced agent effectiveness for complex sales:
Video is also an effective tool that agents can use to better assist customers and speed up purchasing decisions.
- Development and testing time is reduced:
allows the content provider to get their services to market faster.
- Service is fully accessible:
For devices with limited memory it removes the need to content providers to require DRM techniques to prevent illegal copying of content.
- More effective technical and installation support:
Providing video clips for frequently asked technical questions will decrease call time significantly.
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Delivery
All of our solutions are available either as On premise or On Demand. On Demand (CPE). On-Demand includes capabilities for a fully managed service allowing customers to outsource either the full suite of applications or a combination of application hosting and access to the applications on premise.
SpeechStorm will integrate to customer's existing billing and CRM systems. In addition, SpeechStorm’s suite of Video IVR applications will provide full reporting, user profiling and management analysis.
Jump Start with SpeechStorm Consulting
Our professional services organisation delivers a comprehensive set of consulting services that apply proven best practice and industry-leading expertise in the delivery of speech and Video IVR solutions.