• March 20, 2015
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Zappix Releases Visual IVR Platform

Zappix, a provider of visual IVR technology and mobile app authoring, has released an improved visual IVR app–building platform to help even nontechnical users build and maintain their own mobile and Web apps in minutes.

The cloud-based Zappix Visual IVR platform lets users build visual IVR applications, Web forms, proactive notifications, and more. Users can even add location-based services, according to Gal Steinberg, vice president of marketing at Zappix.

"With a smartphone, the customer can see the IVR menu and click on options to connect to the right agent or content," he says. "From an end-user perspective, you can choose your own menu options without having to talk to an agent. But if you want to talk, it's easy to do with click-to-call functionality."

The app builder provides tight integration with many visual content and customer service channels, including phone, Web, mobile online forms, and multimedia (audio or video) self-help resources. It supports native mobile browsers on iOS, Android, and Windows mobile devices.

App content changes can be made and published to Web HTML 5 apps and iOS or Android native apps instantly. Moreover, Zappix's robust API suite provides quick integration with CRM and other business systems.

"We have very strong APIs to all the major CRM systems," Steinberg says. "Users can connect it with their back-end systems to do some really new and creative things."

Smart, visual support within the app allows the consumer to interact with customer service and even place calls directly through customer service options.

"Customers today don't like calling and navigating through long IVR menus," Steinberg contends. "So why not create a visual map to the right calling queue and drop in other content right from the app? It will rejuvenate your IVR and provide a better caller experience."

Customer service, Steinberg notes, is probably the largest use case for visual IVR, but the same technology can be used to deliver information, Web forms, links to other content, and even recordings, chat windows, video, or social media posts. "You can add content easily with drag-and-drop and a few clicks," he says.

"This is an exciting development for businesses that want to build and deploy a smartphone app and provide a rapid response to changing business needs," said Avner Schneur, Zappix's chairman, in a statement. "It's never been easier for companies, large or small, to provide consumers with a customized mobile app that accommodates prompt changes as business requirements evolve."

Currently Zappix is offering a free trial of its Visual IVR app building capabilities. After the free trial, users pay setup fees and a monthly subscription fee.

Steinberg says visual IVR is good for companies of any size and industry whose customers use smartphones to call. The continually expanding list of Zappix-supported organizations includes insurance companies, utility companies, banks, Internet and mobile service providers, retailers, airlines, and government agencies. The company in late 2013 released a cloud-based mobile customer care and visual IVR solution for the utility industry.

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