IVVR (Interactive Voice and Video Response)

Definition

IVVR (Interactive Voice and Video Response) is a technology that integrates voice and video response capabilities into a single system. It is an advanced version of Interactive Voice Response (IVR) systems, common in customer service settings, which allows users to interact with a computer-operated system through voice commands or keypad inputs. IVVR takes this a step further by adding video response capabilities, enabling more dynamic and rich media interactions.

Usage and Context

IVVR systems are typically used in customer service environments where visual information can enhance the user experience. For example, a customer calling a telecom company about a technical issue can be shown a video tutorial to resolve their issue while still on the call. IVVR systems are also used in automated teller machines (ATMs), video conferencing, and remote education.

FAQ

What is the difference between IVR and IVVR?

While both IVR and IVVR are automated response systems, IVR only uses voice interactions, while IVVR incorporates both voice and video.

How does IVVR enhance customer service?

IVVR can enhance customer service by providing visual information, which can be more effective in resolving issues or providing information.

Related Software

Some popular IVVR software solutions include Cisco Unified Customer Voice Portal, Avaya Aura Experience Portal, and Convergys Intelligent Voice Portal.

Benefits

IVVR systems offer numerous benefits. They can provide more detailed and comprehensive assistance to users, improve customer satisfaction, and reduce the need for human intervention, saving time and resources. Furthermore, they can handle multiple calls simultaneously, improving efficiency.

Conclusion

In conclusion, IVVR is a valuable tool in customer service and other applications where visual information can enhance communication and understanding. It is an advancement over traditional IVR systems, providing a more dynamic and interactive user experience.