Why use an editor's visual IVR instead of doing it yourself?

Developing in-house allows you to:

• Maintain full control without relying on a provider
• Manage budget and strategic decisions independently
• Design a fully customized product without apparent constraints

Outsourcing offers key advantages:

• Access to experts and industry best practices
• Faster deployment and lower implementation costs
• Delegation of technical tasks to free up internal teams
• Optimized operational monitoring and simplified maintenance

Industry expertise

Choosing a specialized Visual IVR provider means benefiting from:

• Years of expertise across all stages of the customer journey, refined through hundreds of clients
• Multisectoral experience and an international presence
• Knowledge built on years of research, development, and collaboration with top Customer Experience experts

Building a Visual IVR in-house may seem appealing, but it requires immediate expertise to create an effective solution. However, mastering such a product takes multiple iterations and several years of learning.

Companies that have tried the in-house approach report performance levels up to five times lower than those using a specialized provider. The result? The project is often abandoned in favor of other priorities, a missed opportunity, given the immediate benefits a well-managed Visual IVR can deliver.

Technical resources

Building a Visual IVR in-house requires:

• Training your teams to achieve advanced technical expertise
• Selecting and mastering the best technologies, often complex
• Managing maintenance and anticipating potential failures
• Mobilizing internal resources, potentially diverting them from other strategic projects
• Ensuring continuous evolution to keep up with market innovations

Locations: the origin of contact

Where are your customers coming from? Are they reaching you via a phone call, a digital channel, or a physical contact point?

Effectively directing them to the right resolution channel requires a precise understanding of two types of contact origins:

• From a phone call: differentiating between qualified intents (IVR entry point, out-of-hours, abandonment) and non-qualified intents (connected calls, deterrence)
• From digital channels: considering the origin (website, mobile app, email, Google Ads, etc.) and the user’s navigation behavior

Contextualization: tailored journeys for every customer

An effective journey must adapt to the customer’s profile: language, device used, time (business hours/non-business hours), agent availability, etc...

A specialized provider anticipates these factors and implements:

• Optimized voice journeys based on call type (mobile/landline)
• Customized journeys tailored to the customer’s needs and final response
• Real-time digital solutions to guide users toward the best resolution and reduce repeat interactions
• Dynamic journeys adapted to the company’s processing capacity

Use of conversational RCS/SMS

This solution helps reduce low-value calls by directing users to the appropriate conversational agent through contextualized SMS/RCS messages. By automatically transmitting essential information, it optimizes the customer journey and improves service efficiency.

In-house development requires:

• Complex integration requiring advanced expertise in RCS/SMS implementation and infrastructure management
• Risk of latency or incompatibility with certain operators depending on internal configurations
• Mobilization of internal resources that may slow down other strategic projects

With a specialized provider you will find:

• Seamless integration of conversational RCS/SMS with native compatibility for carrier standards
• Enriched messages for more engaging interactions
• Intelligent automation to reduce unnecessary calls
• Immediate connection to existing digital channels
• Turnkey solution: redirect calls and send tailored SMS/RCS messages to efficiently guide users to a conversational agent

Reporting and decision-making

An experienced Visual IVR provider delivers advanced reporting, offering a comprehensive view of the customer journey. By unifying voice and digital data, every step of the funnel becomes measurable.

Data-driven decision-making:

• Real-time access to hundreds of KPIs tailored to different stakeholders (C-Level, operational teams)
• Monitoring tools to measure performance and refine strategies
• A mature approach to tracking and optimization for effective management

Too often, the focus is placed on the user interface while neglecting the most critical aspect, performance analysis and continuous improvements to maximize the impact of the Visual IVR.

Natural Language Activation

With a specialized provider you can set-up:

• Immediate integration of an optimized model combining NLU speed and LLM power
• Ultra-precise intent qualification through hybrid analysis
• AI cost optimization with intelligent and efficient processing
• Enhanced customer experience through smoother and more precise interactions

Deployment time

Developing a Visual IVR in-house results in a long time to market and requires significant resources.

In contrast, a specialized provider’s solution can be deployed in just days or weeks, with no IT integration, relying solely on business teams. It also seamlessly integrates with existing tools (LiveChat, FAQ, Customer Portal, etc.).

Additionally, a specialized provider offers tools that enable business teams to make real-time updates effortlessly and at no additional cost.

Evolutions

Internally, any journey update follows a lengthy and rigid process: requirement definition, specifications, development, testing, and deployment—all dependent on technical team availability.

To keep up with your business changes, customer journeys must constantly be optimized, requiring ongoing technical involvement.

With a specialized provider, business teams gain autonomy to design and update journeys in real-time, without development. This brings speed and agility:

• Quick training: ½ day is enough to master the tool
• Instant updates: modify a journey in just 2 minutes, with no extra cost
• Flexible integration, adapted to the desired level of customization

A real time-saver for efficient customer experience management.

Stability & Scalability

An in-house solution often lacks stability and availability, unlike a Visual IVR developed by a specialized provider.

A specialized Visual IVR ensures optimal SLA and seamless scalability, adapting to:

• High traffic peaks
• Seasonal variations
• Your company’s growth

Choosing a specialized provider guarantees flexibility and agility for your teams while delivering an optimized and innovative user experience.

On the other hand, an in-house solution carries risks: if performance falls short, the project may be prioritized, a missed opportunity, despite its immediate benefits and controlled investment.