User:Vayssac/Interactive ViSUAL Callback Response - iVCbR

interactive ViSUAL Callback Response - IVCbR
An Interactive Voice Response (IVR) is a VOICE technology that allows a computer to detect voice and mainly dual-tone multi-frequency signaling (DTMF) keypad inputs. Before the 8 November 2010, there were 3 main kinds of IVR : 1) DTMF (mainly spread in call center - approx 80%) 2) ASR = Automatic Speech Recognition (15%) 3) NLSR = Natural Language Speech Recognition (5%)

After the 8 November 2010, there was another one : 4) iVCbR = Interactive ViSUAL Callback Response

The iVCbR use the Smartphone capacity... so a mix between VOICE and VISUAL technologies.

The first iVCbR was provided on iPhone.

The first live demonstration was done at the 4th Annual CUSTOMER CONTACT 2010, EUROPE, A FROST & SULLIVAN Executive MidXchange - EXECUTIVE INSIGHT - 8 Novembre 2010 10:15 - Next Generation Mobile Customer Contact: Customer Service Apps to Gain the Competitive Edge

GROUPAMA started with innovative technology solutions that provided their contact centre team managers with key indicators of Quality of Service and statistics. Having these customized technologies for resource planning and real-time adaption for traffic already in place allowed for GROUPAMA to take their next step into another Disruptive Innovation. Building onto their technology solution for their internal team, GROUPAMA launched a highly sophisticated smartphone application for their customers and prospects to gain the competitive edge in their industry.


 * GROUPAMA implemented the first Interactive ViSUAL Callback Response system to avoid abandon and dissuasion on the call center waiting queue
 * integrated web self-service and live agent contact into a seamless experience using a mobile application
 * provided a VISUAL intelligent Customer Front Door to all products and services that provides an integrated contact experience

Nicolas De Kouchkovsky, CMO Alcatel-Lucent - GENESYS, Enterprise Applications at Alcatel-Lucent, San Francisco wrote about this new techno: “This application is a VISUAL intelligent Customer Front Door to all Groupama products and services that provides an integrated contact experience from the iPhone. Customers are provided with the relevant options to contact Groupama based on their profile & location. The application integrates Web self-service with the ability to contact live agent in a seamless experience. Based on the type of service required or context of the web session, customers are provided with an indication of the expected waiting time for the service they need and have the option to call back with a guaranteed service level. The location is also used to provide the most relevant services, such as local service providers in case of an issue”

Jean-Nicolas Reyt (EU expert on Social Networks) universitaire et consultant en e-marketing. Diplômé de l'ESSEC et de Sciences Po Paris. Auteur du Guide du Web Management (Dunod). Luxembourg wrote about this new techno: “Groupama's iPhone Application is a disruptive innovation in customer relationship management. With a smart combination of technologies, this application has all the characteristics to increase customer satisfaction while smoothing the workload of Groupama's teams.”