CAMPBELL, CA — (Marketwire) — 03/20/13 — [24]7, the intuitive customer experience company, today announced the [24]7 Visual Speech solution, a new service that transforms existing interactive voice response (IVR) into a next-generation mobile customer experience. In a world that is rapidly going mobile, [24]7 Visual Speech delivers a unified customer experience across IVR and mobile without losing the customer-s context. The new [24]7 solution is unique in the industry in leveraging predictive analytics and real-time decisioning.
The contact center IVR continues to be a dominant channel used by consumers despite the expansion of web, chat, social and other channels. Actual usage of mobile apps by consumers is low as they must make the effort to download the app and consistently use it. [24]7 Visual Speech provides consumers using IVR systems with an advanced HTML5 mobile web experience without requiring the consumer to download a mobile application. The IVR guides the consumer to a successful transaction by bridging to the mobile web. By acquainting consumers with mobile self-service, the results are higher adoption of the mobile app, greater self-service automation, and a more engaging customer experience.
As a multimodal solution, [24]7 Visual Speech enhances the speech capabilities of an IVR with screen input and output, making it easy to complete complex tasks. Consumers can now take advantage of the visual interface of the smartphone to see complex data such as pictures, tables and forms. Entry of information can be done by touch, type, or speech, based on the consumer-s preference. The multimodal flexibility increases engagement and self-service completion.
[24]7 Visual Speech-s predictive analytics and real-time decisioning determine which IVR callers should be engaged with a multimodal experience, and precisely when to do so during the customer-s journey. By accurately predicting the individual consumer-s intent, [24]7 Visual Speech can offer multimodal experiences that increase the scope of tasks that can be easily completed in self-service.
The world is moving to smartphones, and “sales of worldwide smartphone sales to end users will be close to 1 billion units in 2013,” notes Gartner, Inc. in “Market Share Analysis: Mobile Phones, Worldwide, 4Q12 and 2012,” A. Gupta, et al, 12 February, 2013.
[24]7-s multimodal solution gives consumers a way to move from IVR phone interactions to the mobile web using their smartphones. Initial results are evidence that consumers have a large appetite to use their smartphones for customer service. [24]7 is seeing consumer adoption rates for [24]7 Visual Speech greater than 80 percent with over 90 percent task completion success rates. A top three global credit card issuer deployed the solution and it is expected to handle more than 10 million interactions per year.
“Consumers typically have a hard time using an IVR and eventually end up pushing the zero button on their phones right away,” stated PV Kannan, founder and CEO, [24]7. “At [24]7, through in-depth research we developed a way to enhance the IVR experience through the use of the smartphone. We use the smartphone for what it does best, to show a large amount of information on the visual screen. In addition, consumers don-t have to download an enterprise app. Consumers really value the ease, the speed, and the innovation of [24]7 Visual Speech.”
[24]7 Visual Speech is available immediately. For additional background and a video demonstration of the service, please visit: .
[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 B times a year for the world-s leading companies. [24]7-s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise-s web, mobile, chat, social and phone channels. It-s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit: .
[24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.
Larry Smalheiser
Trainer Communications
(925) 271-8211
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