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How visual IVR will serve customers better

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Customers want an efficient customer line service and Visual IVR technology is set to enhance the customer experience. According to BRUCE VON MALTITZ, co-founder at 1Stream, it creates an efficient way of managing customer queries and saves time for the end-user and agent.

Anybody who has ever had to phone a call centre knows the frustration of listening to numerous menu options before eventually being able to speak to an agent. But thanks to the emergence of visual interactive response technology, this no longer needs to be the case.

Whether it is an insurer, a bank, or even a pay TV provider, consumers can easily get lost in the complicated hierarchical menu structure of a traditional interactive voice response (IVR) system. These are often poorly designed and can be incredibly frustrating to customers. Just think of how many times you have to enter your ID number or medical aid number only to have to repeat it when you are eventually able to speak to an agent.

With people having access to virtually any information on their mobile device, the digital age has created a consumer expectation of being more in control of the service experience. This shift to a self-service environment is resulting in more call centres rethinking their strategies.

Customers are used to navigating through websites and using applications on smartphones, creating a perfect entry point for visual IVR. As the name suggests, with visual IVR, a list is displayed showing easy-to-use menu options for customers to select on their device of choice before even making a phone call. The system can also show the expected wait time before an agent is available so a customer can decide to either click the ‘dial now’ option or have the company contact them on a platform of their choice.

This means that if there are, for example, 10 calls in the queue ahead of the customer, the ‘call me’ option will save their position. So the call centre agent will contact them when they get to the front. With visual IVR, it is all about offering people the ability to access the choices and information that have traditionally been handled by legacy IVR systems.

It creates an incredibly efficient way of managing customer queries and saves time for both the end-user and the agent. Thanks to the ubiquity of technology such as voice over internet protocol (VoIP) telephony, companies do not even have to rely on telephone numbers. Simply provide a ‘call now’ button on the website and a customer can instantly chat to an agent.

Visual IVR is still slow on the uptake in South Africa, but believes it is only a matter of time before momentum shifts.

In an ultra-competitive market facing challenging economic conditions, companies can ill afford not to be seen as customer champions. Visual IVR gives them the platform to do so. The business case for moving to this environment becomes a difficult one to ignore for too long.

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The PC is back!

… and 2020 will be its big year, writes CHRIS BUCHANAN, client solutions director at Dell Technologies

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Concept Ori

It turns out the PC’s death has been exaggerated. PC sales grew between 1.1% and 1.5% in the last few quarters of the year, according to Gartner. While those don’t sound like massive leaps, they represent a large market that has been declining for several years. Windows 10 is credited for this surge, especially as Windows 7 is leading towards its end of life (EOL).

But I don’t think that is the entire picture. Windows 10 upgrades have been taking place for several years, and the market has also gotten savvier about managing EOL. Other factors are driving the adoption of PCs.

A specific one is how much closer the PC now sits to smartphones. I recently watched some youngsters work with laptops that had touchscreens. They hardly ever touched the keyboard, instead tapping and swiping on the screen. Yet they were still working on a laptop, not a smartphone. Certain things are much easier to do on a PC than a phone, and users are realising this. They aren’t relinquishing the convenience of their smartphones but applications are now available on PC’s and often easier to use.

Convertible or 2-in-1 machines have closed the gap between the two device types. This is in contrast to tablets. If you observe how people sit with tablets, it’s the opposite of smartphones or laptops. With the latter, we sit forward, attentive and focused. But tablets often prompt people to recline. It’s just a casual observation, yet I believe that PCs and smartphones have much more overlap with each other than pure tablet devices. Additionally, the convertible laptop has become the new tablet.

Chris Buchanan

Why does this bode well for PCs in 2020? 2-in-1 machines break down the barriers between the utility of a PC and collaborative culture of a smartphone. You can now flip a laptop into tent mode and use it as an interactive presentation screen on a boardroom table, or cradle it like a clipboard you jot on with a digital pen.

In the next year, we’ll see more of the market responding to this trend. Premium 2-in-1 devices have a stable and growing audience of users who are now going into their second, third and even fourth generations of devices. Mid-range and entry-level laptops are also starting to adopt touchscreens and flip displays.

2-in-1 devices are also pushing innovation, such as the emergence of dual-screen systems. Dell revealed two such concept devices at CES this year: Project Duet, a dual screen laptop, and Project Ori (for origami), a more compact approach to foldable devices. We also unveiled Project UFO, a prototype Alienware device that puts triple-A PC gaming into a handheld device. All of these reflect the desire for touch-enabled devices that are portable without sacrificing performance or excellence. They definitely point us to the future.

Convertible devices are not a new form factor. I can recall the first flip-over touchscreen designs appearing 15 years ago. Back then they were exotic and the standard laptop ruled the roost. But today, the habits and expectations of users are driving a change decisively towards convertible devices.

Desktop PCs are meanwhile becoming more specialised, yet also more widely appreciated for their versatility. Specialist non-Windows PCs, such as those used by designers, are being replaced by Windows PCs, often for lower costs. Integrated discrete graphics chips and other advancements add a lot of value to modern desktops. The smartphone overlap also appears here: many people use services such as Whatsapp Web on their PCs, and Dell customers use the Dell Mobile Connect app to show their smartphone screen on their PC display.

There is a new synergy between the PC and smartphone, created by users who find the two complement each other. Not everyone has realised this yet, but in 2020 that will be the resounding message. The PC is back and 2020 will be its year.

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Jaguar designs ‘seat of the future’

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Jaguar Land Rover is developing the seat of the future – a pioneering shape-shifting system designed to improve customer wellbeing by tackling the health risks of sitting down for too long.

The ‘morphable’ seat, being trialled by Jaguar Land Rover’s Body Interiors Research division, uses a series of actuators in the seat foam to create constant micro-adjustments that make your brain think you’re walking, and could be individually tailored to each driver and passenger.

More than a quarter of people worldwide – 1.4 billion – are living increasingly sedentary lifestyles, which can shorten muscles in the legs, hips and gluteals causing back pain. The weakened muscles also mean you are more likely to injure yourself from falls or strains. 

By simulating the rhythm of walking, a movement known as pelvic oscillation, the technology can help mitigate against the health risks of sitting down for too long on extended journeys with some drivers doing hundreds of kilometres per week. 

Dr Steve Iley, Jaguar Land Rover Chief Medical Officer, said: “The wellbeing of our customers and employees is at the heart of all our technological research projects. We are using our engineering expertise to develop the seat of the future using innovative technologies not seen before in the automotive industry to help tackle an issue that affects people across the globe.”

Jaguar and Land Rover vehicles already feature the latest in ergonomic seat design, with multi-directional adjustments, massage functions and climate control fitted across the range. Dr Iley has also issued advice on how to adjust your seat to ensure the perfect driving position, from removing bulky items in your pocket, to shoulder positioning and from ensuring your spine and pelvis are straight to supporting your thighs to reduce pressure points. View the video here.

The research is part of Jaguar Land Rover’s commitment to continually improving customer wellbeing through technological innovation. Previous projects have included research to reduce the effects of motion sickness and the implementation of ultraviolet light technology to stop the spread of colds and flu. 

Together, these efforts are driving towards Destination Zero; Jaguar Land Rover’s ambition to make societies safer and healthier, and the environment cleaner – a responsible future for our workers, customers and communities around us. Through relentless innovation, Jaguar Land Rover is adapting product and services to meet the rapidly-changing world.

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