Search

Info Icon

What It Is

Visual IVR for Amazon Connect is a customer self-service solution that has an out-of-the-box integration to Amazon’s cloud contact center platform, Amazon Connect. This mobile engagement solution transforms your voice IVR into a digital self-service experience.

Info Icon

What It Does

Visual IVR for Amazon Connect recreates your IVR experience as an optical, mobile application. It replicates IVR menus, prompts, flows and rules in a graphical format, offering another choice in the way customers interact with your business.

Info Icon

How It Helps

The core business value of Visual IVR for Amazon Connect is making things easier for your customers. It also lifts the load on your live staff. With Visual IVR, many of the interactions that are perceived as just too hard for IVR and end up with a live agent, become easy.

Visual IVR for Amazon Connect Video Overview

Learn how USAN’s Visual IVR for Amazon Connect offers your customers mobile web self-service options.

Visual IVR for Amazon Connect Logical Communications Flow

Features

  • Offers the customer a mobile web and SMS option for complex data collection and presentation
  • Collaborative solution allows voice prompts to guide the users through the graphical process
  • Seamless integration to Amazon Connect extends IVR functionality

Benefits

  • Improved Customer Experience – provides convenient support with an improved way to navigate phone support options.
  • Increased Call Containment – richer interaction capabilities and improved usability means customers will enjoy the self-service experience and will  “zero out” to an agent much less frequently.
  • Easy deployment and integration using Amazon standard tools.

Visual IVR for Amazon Connect

Financial Services Institution Simplifies Mobile Self-Service with Visual IVR

A top 10 global bank developed over 40 separate self-serve applications across a multi-decade relationship with USAN. Utilizing voice self-service best practices, USAN and the bank were able to achieve containment rates ranging from 45-89%. However, in a continuous improvement initiative, the bank wanted to boost its self-service numbers further, while at the same time increasing customer satisfaction.

Download Case Study

You might be interested in our other products...

Metaphor Engage

Orchestrate the customer journey across every channel, simply and automatically.

Metaphor IVR+

Automate interactions for efficient and personalized customer self-service.

Metaphor
Workforce

Motivate and empower your workforce to achieve more.

Recent Publications

USAN Provides Cutting Edge Outbound Dialing Solution to a Leading Automotive Manufacturer

Atlanta - June 22, 2022 USAN, a leading provider of cloud customer engagement solutions, announced the successful deployment for a top US automobile manufacturer of Contact Suite and Amazon Connect from Amazon Web Services (AWS) which includes support for Amazon Connect outbound campaigns. The rollout is significant because of the breadth of functionality delivered and...

Read More

4 Contact Center Strategies to Combat Agent Attrition

Contact center turnover rates have historically been high. Couple that with the spike in attrition rates across the country (and the world), and the problem becomes even more serious.   What is causing the increasing agent churn? First is the U.S. job market, with rising job numbers and a decreased unemployment rate. These factors create more opportunities for agents...

Read More

3 Technologies That Are Increasing Agent Engagement Post Call

Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...

Read More