What is it? 

Zappix Visual IVR is the combination of a visual interface that provides digital controls and self-service functions as part of the inbound caller experience.  By integrating with IVR and other business systems, customers are able to receive the audible engagement they expect with an inbound call wile utilizing all of the digital service features that they would typically get through other channels.  The real time integrations and thoroughly aligned customer journeys are orchestrated synchronously which allow agents and the business to monitor what a caller is doing and take AI driven action to ensure the most optimal outcomes.

How does it work? 

The Zappix Visual IVR is a cloud-based capability that supports delivering to callers visual self-service functions as well as chat, while they are engaged with the call center through the inbound voice channel. Once configured, the Visual IVR will identify who a caller is, why they are calling, what relevant functions and/or information they need, and push a personalized link that opens to a seamlessly designed Web App.  As the customer interacts with the App, all of the actions, data entry, and interaction information is recorded and passed to either agents or the call center system. Because Zappix has prebuilt all of the integrations with the key business systems and utilizes a no-code/low-code automation studio, creating the integrated voice call visual self-service journeys takes a very minimal amount of time and effort.

What's required to implement it? 

To implement the Zappix Visual IVR, customers need:  

• Verint IVR

What are the benefits of using it?

The use of the Zappix Visual IVR enables the following key benefits: 

• Provides a distinct call deflection or call enhancement tool specifically for Inbound Callers.
• Allows organizations to use Verint Queue Analytics plus capture specific customer inquiry information to help reduce the amount of time needed to complete the customer’s inquiry while reducing call center impacts overall. 

How much does it cost?

The Zappix Visual IVR can be implemented for a small setup fee plus ongoing monthly usage subscription fee that is set dependent upon a predefined amount of deflected calls to the Visual IVR.