Visual IVR software

Adapt to your customers' choices

Visual IVR (visual interactive voice response) is a compelling self-service deployment that optimizes the value and ROI of digital assets you've already invested in. The system has proven to increase self-service adoption and to deflect unnecessary contact. Using SentienceAI natural language processing technology to understand your customer's query, the intelligent form adapts to your customers' choices suggesting relevant answers from the knowledge-base through each step of the Visual IVR journey.

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Key features

Superior Natural Language Processing

Four layers of sophisticated, real-time linguistic SentienceAI search technology ensures the best and most popular search results appear first and fast, as our Visual IVR software checks the knowledge-base for possible answers on every customer keypress to present customers with relevant answers at each stage of the form.

Data capture for first contact resolution

What makes the Visual IVR such a powerful tool is its ability to collect relevant data from a customer. Although given a choice of answers through each step of the Visual IVR, should a customer still find it necessary to send an email, this form is dynamically designed to ensure that the customer provides you with all the data needed to resolve the query first time, dramatically increasing first contact resolution rates.

Seamless escalation and integration

Visual IVR enables a seamless connection into the contact centre. Live Chat triggers allow agents to resolve complex issues and deliver personalized support when the Visual IVR cannot. The data from the Visual IVR can be sent your CRM/email/web service interface, enabling the entire history of the Visual IVR navigation and data entry to be seen by the agent when a call or chat is transferred. This means interaction context is maintained even when customers traverse from channel to channel.

Reduce unnecessary contact

Proven benefits

The combination of several Synthetix technologies makes our Visual IVR software one of the most successful and compelling web self-services tools currently available. Visual IVR has proven to greatly enhance customer experience, reduce unnecessary contact and a dramatically increase first contact resolution rates.

Note: All statistics have been taken from the 2018 report into online customer service by Synthetix or reported by Synthetix clients, unless otherwise stated.

0%

Overall reduction of email enquiries.

0%

Containment rate with enquiries resolved through the Visual IVR tool. ~Radial

0%

+ adoption rate of Visual IVR self-service when it's offered. ~Destination CRM

Analysis

Powerful metrics

Detailed reports and analytics

Track the interaction, volume and drivers of customer queries to the Visual IVR tool. Expose gaps within content and identify areas where knowledge articles should be created. Perform queries and generate built-in, detailed reports through the user-friendly dashboard interface.

Complement every stage of the customer support journey

Deter customers from sending email. Reduce time spent trying to resolve a support issue for both your customers and your business. Interactive, integrated Visual IVR complements every stage of the customer support journey, increases self-service, reduces calls, and lowers contact-center costs all while improving customer experience.

Plant Products

We'll save you time and money

Synthetix delivers huge productivity gains and ROI for both enterprise and SMBs. We could do the same for you. Just estimate the number of monthly visitors that your website receives and type the figure into the calculator below to view the kind of savings Synthetix could generate for you within days.

...visitors could give you totals of:*

5000

Self-service sessions per month

2500

Deflected contacts per month

625

Agent hours saved per month

$15000

Monetary saving per month

* These estimates are based on actual, average Synthetix self-service client metrics of a 5% usage rate, 50% contact deflection rate and 15 minute average handling time for contacts by email or telephone at a rate of $24 per hour. Your stats may differ. Hourly rate source: Contact Center Decision-Makers' Guide 2017, Contact Babel.

Great savings! Now check out our pricing page to see how little Synthetix could cost you per month...

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Don't just take our word for it

We're the choice of some of the world's leading brands, revolutionizing digital customer engagement one deployment at a time. Here's what our customers say about us...

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* Risk-free three-month trials of selected services will be offered to qualifying organizations at the discretion of Synthetix Ltd.