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In customer relations, everything starts with the first contact. Whether it’s a phone call, an online message, or an interaction through an app, that first exchange is often decisive because it shapes the first impression the company leaves. If the journey that follows is simple, seamless, and efficient, the customer immediately feels reassured and perceives the company as professional and attentive. Conversely, a complex, lengthy, or frustrating journey creates tension from the very beginning and weakens the customer relationship. That’s why providing a smooth and reassuring experience from the very first moment, regardless of the channel, has become a key priority for businesses.
Today, solutions such as visual IVR and journey orchestration turn the telephone welcome into a clear, seamless, and personalized experience from the very first interaction.
From the very first exchanges between a customer and a company, whether by phone, message, or through a website, this moment plays a decisive role. It’s not just a contact, but the starting point of the entire customer relationship. This moment matters because it strongly shapes how the customer will perceive the quality of the welcome, the clarity of the answers, and the company’s ability to provide guidance. It’s not only about opening a channel, but about laying the foundation for a structured and seamless support experience that reassures, guides, and resolves the request quickly. Too often, this first contact is still perceived as an obstacle: customers don’t know where to turn, repeat their information, or navigate blindly through poorly designed options.
It is precisely to avoid these challenges from the very beginning that visual IVR and journey orchestration play a key role. They guide customers from the very first phone interaction, building a clear, progressive path adapted to their request, without forcing them to search on their own or go through inefficient steps. The goal is not only to process a request, but to design, from the very first exchange, a structured, coherent, and tailored journey. This requires a fine understanding of customer intent, the ability to guide them with clarity, and a smooth flow of steps without breaks or redundancies. In this context, every interaction becomes an opportunity to build trust and strengthen the relationship, starting from the very first seconds.
The visual IVR (Interactive Voice Response) is an interface accessible directly from the caller’s phone. Unlike a traditional IVR, it instantly displays a clear, structured graphical menu, allowing users to select the purpose of their request in just a few taps.
According to the Odoxa barometer for DialOnce & Kiamo 2023–2025, 72% of French customers still trust advisors available by phone, proof that this channel remains essential. But expectations are changing: customers now seek greater speed, convenience, and autonomy in their interactions. The visual IVR addresses this need by redirecting to digital channels and facilitating access to simple actions such as consulting a FAQ, tracking an order, booking an appointment, or reporting a claim, while still offering the option to connect with an advisor if needed.
Anne calls Worldline’s customer service. At the very start of the call, she receives a secure SMS giving her access to an interactive digital journey. In just a few clicks, she gets her answer or is connected with an advisor.
The visual IVR streamlines call handling, relieves pressure on phone lines, and enhances the customer experience with a simple, always-available journey that reduces processing times.
"We gained 34 points of reachability where we had initially hoped for 15-20 points. This has enabled us to rediscover our ability to make outgoing calls. We used to suffer our calls: today, thanks to DialOnce, we've been able to regain serenity in our teams."
Laurent Graziani
Head of Customer Contact Center – Retail Market – Crédit Agricole Nord de France
Visual IVR is a first step, but on its own it is not enough to create a fully seamless end-to-end experience. This is where journey orchestration takes over, ensuring continuity without disruption by tailoring the journey to the customer’s needs from the very start.
Journey orchestration aims to clearly organize the different contact channels so that each customer is guided effectively from their very first interaction. Whether the entry point is a phone call, a message, a chatbot, or a visual IVR, the goal is to provide a customer journey that is simple and coherent, without duplicate information or unnecessary transfers to another channel. This is often referred to as “omnichannel orchestration,” a broader approach that enables companies to manage all touchpoints in a smooth, connected way, with no breaks in the journey.
The first pillar is identifying the reason for contact. From the very first interaction, it is essential to understand why the customer is reaching out, whether through a visual IVR, a chatbot, or an AI agent. This step of precise qualification lays the foundation for a relevant journey, since a well-identified request can be routed immediately to the best solution. Detection can rely on a conversational AI agent capable of recognizing the customer’s intent by analyzing the words used or the type of request.
The next pillar is guiding the customer to the right channel. Once the request is understood, orchestration determines whether it can be resolved autonomously (for example through self-care, a tutorial, or an interactive form) or whether it requires human intervention. In that case, the connection is made with an available advisor on the most appropriate channel, such as the phone. Routing rules are defined according to factors like the complexity of the request, urgency, or opening hours. This prevents the customer from having to decide on their own or getting lost in a rigid menu.
The third pillar is seamless transitions. In an omnichannel approach, a customer may start their interaction on one channel (for example, an online chatbot) and continue on another (such as a phone call) without having to repeat their information. The history is automatically transferred to the advisor, who can pick up the conversation exactly where it left off. This continuity is made possible by data synchronization between tools (CRM, engagement platform, contact center) and by coordination across teams (marketing, customer service, technical support).
Finally, success relies on intelligent prioritization. Orchestration makes it possible to take into account the urgency of the request or the strategic value of the customer. In some cases, offering a priority call-back or fast-track support for a customer in a critical situation makes all the difference and contributes to loyalty. This logic of real-time adaptation transforms every interaction into an opportunity to strengthen the relationship.
Orchestration therefore goes beyond simple menus or automated replies to deliver a coherent and personalized omnichannel experience.
For customers, the benefits of these solutions are immediate. When they call, they receive a clear and quick response, which reduces uncertainty and builds trust. Simple actions, such as downloading a document or tracking a request, can be guided autonomously, without waiting or multiplying interactions. This time-saving gives them the feeling of having real control over their journey. Finally, they are reassured that they will be heard and directed to the right solution, whether through an automated response or a connection with an advisor.
On the business side, the advantages are just as strategic. The reduction of repetitive calls and simple requests significantly eases the workload of contact centers. Processing costs decrease, since basic inquiries are handled by digital journeys or AI agents, while advisors can dedicate their time to complex situations that require human expertise. This improved availability enhances both service quality and team motivation. Key performance indicators such as CSAT, NPS, and first-contact resolution rates show significant improvement, demonstrating that journey orchestration sustainably strengthens efficiency and overall satisfaction.
Players in the banking sector and insurance sector are facing a sharp increase in customer requests, often linked to urgent needs (claims, complaints, requests for advice...). With visual IVR and journey orchestration, they can now streamline the management of these flows. From the very first contact, requests are qualified and routed according to their nature. A customer may, for example, follow a digital journey to be guided to the right information, such as checking the terms of their contract or accessing a form to submit supporting documents, while a more sensitive case (incorrect debit, reporting a death, medical emergency) triggers direct connection with an advisor who is already informed of the context. This mode of handling allows companies to absorb peaks in activity while maintaining a high level of service quality.
In the energy sector, peaks in customer contacts are common during billing periods, moves, or contract changes. Channel orchestration makes it possible to intelligently distribute these flows: simple requests are handled by automated digital journeys, while situations requiring human support are directed to the right advisors. For example, a customer can report a billing anomaly via visual IVR and be automatically directed to a dedicated space to check their consumption, or be called back by an advisor if there is a suspicion of unjustified overconsumption. This approach helps optimize costs while reinforcing perceived responsiveness.
In retail, customer interactions span physical stores, e-commerce sites, and customer service teams. Thanks to visual IVR and omnichannel orchestration, it becomes possible to centralize requests, automate the most frequent ones (order tracking, product returns, availability checks), and free up time for in-store staff or support teams. For instance, a customer may call about a product return and be immediately routed, via visual IVR, to a tailored journey that redirects them to the right information on the e-commerce site. They can then ask a follow-up question via chatbot before being recontacted by an advisor if necessary, without having to repeat their issue. The initial call thus becomes the starting point of a seamless journey, orchestrated between digital and human channels.
Want to take it a step further? Download our complete guide to omnichannel customer relations. You’ll discover how to effectively structure your contact journeys and identify the key stages that will help your organization move toward a smoother, more consistent, and higher-performing customer experience.
From visual IVR to journey orchestration, companies today have powerful tools to transform their customer relationships. These solutions make it possible to guide customers from the very first call, simplify their journey, and strengthen their sense of trust. The promise is twofold: to deliver a simple, personalized, and efficient experience for the customer while improving team performance and peace of mind. In a context where every interaction matters, these technologies should no longer be seen as simple tools, but as concrete accelerators to optimize customer relations.
