Business Expertise A specialized Visual IVR publisher offers:
- Years of expertise across all customer journey stages, gathered from hundreds of clients
- An international and multisectoral positioning
- Know-how based on years of research, development, and exchanges with leading customer relationship experts
Creating a Visual IVR alone assumes maturity to quickly develop an effective solution, but it overlooks the necessary iterations to master a product, which can take years. Some players who chose to develop internally have seen their performance decrease fivefold compared to specialized actors. Thus, the solution is sidelined in favor of other projects—a loss, given the immediate benefits of a well-managed solution.
Technical Resources
If you aim to build a Visual IVR with your resources, you'll need to:
- Finance training for genuine technical expertise
- Select the most efficient tools and technologies (without always mastering them)
- Ensure solution maintenance and anticipate technical failures
- Allocate significant work time from your resources
- Adapt the solution to constant evolutions
- Locations: the origin of contact
Where are your customers? From a telephone channel, digital, or a physical contact point?
Directing them to the most suitable resolution channel according to their needs requires mastering two types of locations:
- From calls, whether the intent is qualified (IVR top, out-of-hours, and abandonment) or not (connected and dissuasion)
- From digital, depending on the origin channel (website, mobile app, email, Google print…) and the navigation performed
Contextualization
Journeys must be adapted based on customer typology: their language, the device used, the time (business hours / off-hours), agent availability, etc.
A specialized publisher will anticipate all these parameters and implement:
- Vocal journeys according to the type of call (mobile/landline)
- Journeys based on the user's final reaction or customer need
- Real-time deployed digital solutions (guiding to the best solution and minimizing iteration)
- Journeys according to the company’s processing capacity…
Reporting and Decision Making
A mature Visual IVR publisher will have substantial reporting. This reporting provides an end-to-end view of the funnel stages: vocal and digital data are unified.
To make decisions, just rely on the numbers! Hundreds of KPIs accessible in real-time are necessary to meet the expectations of different types of interlocutors (C-Level, operational).
Yet, understanding how to analyze these reports to adjust action plans is crucial.
Often, the focus is on the front end, forgetting the most important:
- Steering tools that measure solution performance
- Effective management requires a certain maturity of what one wishes to steer.
Deployment Time
The time to market for an "in-house" tool is generally long and resource-intensive.
A specialized publisher's solution deploys in days/weeks without IT integration, involving only the business side and interfaces with existing tools, e.g., LiveChat, FAQ, Client Space, etc.
A specialized software publisher provides tools for the business to make real-time evolutions effortlessly and cost-free!
Evolutions
Technical teams must undertake evolutions according to their roadmap's bandwidth in a standard but cumbersome project management process (requirement gathering, specifications, development, testing, go-live).
To adapt to current events, customer journeys must always be optimized by your technical team.
A specialized publisher enables business teams to independently design/evolve journeys in real-time without development, saving time and increasing agility:
- ½ day is enough for training on the solution, and 2 minutes to evolve a journey at no cost, mastering the solution as you wish
- Integration is done according to different desired levels
Stability and Scalability
An internally developed solution lacks the stability and availability of a specialized software publisher's tool.
A specialist's Visual IVR can offer an SLA with an optimal percentage, perfectly scalable to accommodate:
- All solicitation peaks
- All types of seasonality
- Business growth
Opting for a specialized Visual IVR publisher offers numerous advantages, including providing teams with more flexibility and agility, thereby offering a stronger and more innovative premium user experience.
Conversely, developing your own Visual IVR solution is risky, as poor results will relegate this topic in the company's strategy, even though the impacts can be immediate and with low investment.
