Better control contact journeys with visual IVR
To maintain a high level of reachability, RATP has progressively evolved the way it manages its contact channels. Faced with a sharp increase in call volumes, it quickly became necessary to offer alternatives to the traditional voice channel, in order to guide passengers toward journeys better suited to the nature of their request.
By diversifying its contact points, RATP is able to better distribute call flows, prioritize higher-value requests, and provide passengers with solutions that are accessible at any time. It is within this context that visual IVR was introduced, enriching inbound calls with autonomous digital journeys.