Visual IVR is an interactive mobile technology that transforms traditional voice-based phone menus into visual, touch-based interfaces on smartphones. When customers call a contact center, they receive an SMS or push notification with a link that opens a visual menu on their mobile device, allowing them to navigate options by tapping buttons rather than listening to prompts and pressing keypad numbers.
For payment scenarios, visual IVR can present secure payment forms where customers enter card details directly on their screen, combining the convenience of self-service with the security of keeping payment data outside the contact center environment. This approach improves user experience, reduces call handling time, and maintains compliance by processing payments through secure channels.
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