UAE-based du teams up with Cisco to launch digital visual IVR

Cisco and UAE-based telecom service provider ‘du’, from Emirates Integrated Telecommunications Company (EITC), have launched of a first-of-its-kind Visual IVR.

Visual IVR is a digital self-service solution in the Middle East region that will enable du customers to swiftly find answers to their queries at no extra cost, moving from traditional IVR technology to a more visually-appealing digital customer service solution.

The solution provides a visual interface alternative to traditional IVR: customers can see and touch their way to what they need, without having to simultaneously use their phone keypad, to listen to multiple options, repetitive information or memorise menu options. Visual IVR bridges the gap between digital self-service and traditional customer service contact channels.

“As a company at the forefront of technology, we always look at exciting new ways to provide the customer with innovative new touchpoint that enhance our customer experience. Visual IVR offers us a unique and convenient way to address customer queries quickly,” said Fahad Al Hassawi, deputy CEO – Telco Services, EITC. “Moreover, our customers are already familiar with voice-based IVR format and therefore very little learning curve is involved in embracing this new customer service tool. We are certain this solution will delight our customers”

According to both firms, with the addition of visual menu and rich multimedia content including text, images and video, the new self-service solution introduces new features and benefits for customers. Such features include on-demand digital assistance, anytime, anywhere; no app download needed to access Visual IVR; menu-based and flow driven support; intuitive and simple to use self-service tool from web and mobile; reduced time to find solutions; and improved routing to specialised agents for faster support.

The aim behind the initiative is to provide an enhanced level of service in alignment with du’s vision of introducing more digital services for its digitally-savvy customers and in line with Dubai’s digitalisation vision. The service will be available to both individual and business customers in five languages – Arabic, English, Hindi, Bengali and Malayalam.

“du is driving the introduction of visual IVR technology in the Middle East as they are the first telecom operator to deploy it in partnership with us. Together we are aiming to empower customers with more self-service channels to resolve their enquiries with no need to visit store or call contact centre,” said Ali Amer, managing director for Service Provider, Cisco.

The Visual IVR tool from du follows the recent launch of ‘Blu’ – an A.I-based channel virtual assistant that helps customers with common queries which they currently seek to address by contacting the contact centre or visiting a retail store. To access the services, du customers need to call customer care on 155 or 188 (business customers) and select the Visual IVR option.