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Visual IVR: redirect a call to a digital channel via RCS, SMS or WhatsApp

Provide a seamless and modern customer experience with Visual IVR: quick and personalized resolutions through contextual SMS/RCS/WhatsApp messages.

Demonstration

One phone call, one click, one solution!

A leader in the Visual IVR market, DialOnce has been digitizing over 15 million calls annually for the past 10 years!

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What is Visual IVR?

The Visual IVR (Interactive Voice Response) simplifies phone interactions by redirecting your customers to digital journeys through communication channels (SMS, RCS, WhatsApp...). No more complex voice menus: with one click, users access tailored answers or personalized services. This solution enhances the customer experience, reduces waiting times, and enables effective call deflection toward autonomous digital journeys.

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Streamlining access to services with an optimized user journey

  • Phone call: The user initiates contact, triggering the integration of the connected IVR.

  • Digital proposal: The IVR, via APIs, analyzes the request and suggests an adapted digital journey.

  • SMS/RCS/WhatsApp delivery: A contextual message redirects the user to a secure interface.

  • Service access: The user accesses personalized services.

Learn more about the Visual IVR
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Key features

  • Intuitive and powerful API : Easily integrate our solution with IVRs to redirect calls and send personalized, real-time SMS/RCS/WhatsApp messages.

  • Full interoperability : Compatible with leading telephony systems and CRM tools (Genesys, Odigo, Kiamo, Orange Business...).

  • Advanced personalization : Tailor messages to each client’s situation for targeted and relevant communication.

  • Robust technology : Trusted by top companies to manage millions of interactions, ensuring reliable performance.

  • Real-Time reporting : Track performance and instantly adjust strategies using precise data.

Orange Business turns a call into a digital journey with RCS-1

RCS: a rich channel to extend the post-call experience

SMS has long been the preferred channel after a call, but today it comes with several limitations: plain text, limited interactions, weak visual identity, and minimal engagement data.

RCS transforms this message into an interactive, secure, and contextualized experience. Customers receive an enriched message directly in their native messaging app with the brand name, logo, images, buttons, and interactive journeys. They can track a request, reschedule an appointment, or be guided to the right solution without leaving their mobile device.

RCS also enables official brand authentication through a verified profile displaying the company name, logo, and visual identity. This has become particularly important with the rise in phishing attempts and AI-generated fraudulent messages.

RCS integrates with DialOnce Visual IVR through centralized management from a single console, with connections to IVR, API, and CRM environments, along with unified reporting. If RCS is not available, an SMS automatically takes over.

Discover in the video below a concrete example of RCS deployment at Orange Business.

Watch the video
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Use Cases

  • Enhanced customer experience: Send an SMS with a link to digital solutions after a call, reducing wait times and boosting satisfaction.

  • Cost reduction: Reduce incoming calls to agents by deflecting them toward intuitive digital alternatives.

  • Peak activity management: During high-demand periods, streamline call flows and prevent bottlenecks through digitized customer journeys.

  • Intelligent support: Provide solutions even when agents are unavailable by sending SMS, RCS or WhatsApp messages with links to online guides or tools.

  • Personalized customer journeys: Deliver a smooth experience by adapting digital solutions to each client’s specific needs.

The pillars of an optimized and profitable customer experience

  • Enhancing customer experience and optimizing contact journeys with DialOnce omnichannel cockpit

    Reachability

    Customer service is accessible 24/7, without interruption, ensuring maximum availability.
  • Increasing Self-Service Adoption with DialOnce and Visual IVR

    Selfcare

    Empower your customers to resolve their requests independently, quickly, and easily through intuitive digital solutions.
  • Reducing Processing Costs with DialOnce and Visual IVR.

    Cost to serve

    Lower your operational costs by guiding your customers toward optimized digital journeys.

Concrete results for an optimized customer experience

  • Customer Satisfaction

    90% Satisfied or very satisfied users with the automated journeys

  • Increase in productivity

    +20% Increased time your advisors spend on value-added tasks

  • Avoided Calls

    15% Rate of calls avoided through redirection to a digital journey

  • Improved Reachability

    +30 points Rate of calls handled (via phone or digital) out of the total incoming calls

Our clients say it best

  • Since implementing DialOnce, we have observed a 30% reduction in interactions and gained 40 NPS points!
    Vattenfall streamlines customer service with DialOnce AI orchestration

    Arnaud Bailly

    Deputy General Manager, Vattenfall France

  • We gained 34 points in reachability where we initially hoped for 15-20 points. We were overwhelmed by calls: today, thanks to DialOnce, we have regained a sense of calm within our teams.
    Tailor-made customer relations at Crédit Agricole Nord de France with DialOnce’s omnichannel chatbot

    Laurent Graziani

    Director of Customer Relations Center, Consumer Market

  • Thanks to DialOnce's orchestrator, we improved the call pickup rate, saw an increase in self-care usage for order tracking and repair tracking, and significantly optimized the unit cost!
    Fnac Darty enhances customer support with DialOnce’s omnichannel AI agent

    Christophe Famechon

    Customer Relationship Director, Fnac-Darty

Our integrations are designed to meet all your needs

  • Salesforce and DialOnce: a powerful duo for omnichannel customer relations
  • Microsoft is connectable to DialOnce omnichannel chatbot
  • Odigo boosted by DialOnce omnichannel chatbot integration
  • Innovative contact management at Kiamo with DialOnce omnichannel chatbot
  • Integration of Genesys and DialOnce’s omnichannel chatbot for optimal customer service
  • Customer communication revolutionized by Axialys and the DialOnce omnichannel chatbot
  • Partnership between Mayday and DialOnce to enhance omnichannel customer engagement with generative AI solutions
  • SharePoint partnership with DialOnce to structure content and power AI agents used in customer experience journeys
  • Customer service optimization with Worldline and DialOnce omnichannel chatbot

FAQ

  • The Visual IVR transforms a phone call into a digital journey via SMS, RCS or WhatsApp. With a single click, the customer accesses a visual and interactive menu offering tailored answers and personalized services.

  • Unlike traditional voice menus, the Visual IVR eliminates the frustrations of audio navigation, speeds up caller routing and delivers a smoother experience thanks to a clear, fast and interactive interface.

  • The Visual IVR reduces calls to advisors, improves qualification upfront, decreases transfers, shortens handling time and increases digital adoption. These benefits translate into better resource availability for internal teams and lower operational costs.

  • Yes. Thanks to DialOnce's APIs, integration is fast and compatible with most telephony and CRM infrastructures (Genesys, Odigo, Kiamo, Orange Business...) without requiring a system overhaul.

  • Yes. The visual interface makes journeys simpler, faster and less frustrating. Personalization strengthens service relevance and the perception of quality.

  • The Visual IVR guides users through a structured, rapid path, ideal for resolving simple requests or directing them to the right solution. A chatbot, however, uses artificial intelligence to engage in conversation, understand complex questions and provide personalized answers. While the Visual IVR focuses on speed and efficiency, the chatbot enables a more dynamic and in-depth interaction. Together, they deliver a seamless and responsive customer service experience.

  • Deployment is straightforward. You simply connect your existing IVR to the DialOnce platform and define the routing rules that determine which intents should trigger a visual journey. Journeys are built in an intuitive back-office with no technical skills required. Rollout can be gradual, starting with priority intents to test, measure and refine before expanding to the entire IVR.

  • SMS allows you to send a simple link to a digital journey. RCS goes further by delivering an enriched experience directly in the customer's messaging app, including brand identity, logo, images, buttons, carousels, and interactive actions. It makes the journey easier to follow, more engaging, and faster to use.

  • RCS is native on Android devices and supported on iPhones. When a user cannot receive RCS, an SMS fallback is automatically used to ensure journey continuity and maintain access to the digital service.