A leader in the Visual IVR market, DialOnce has been digitizing over 15 million calls annually for the past 10 years!
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 wait times, and turns every call into a digital opportunity.
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.
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.
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 : Minimize incoming calls to agents by redirecting clients to 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
Reachability
Customer service is accessible 24/7, without interruption, ensuring maximum availability.
SelfCare
Empower your customers to resolve their requests independently, quickly, and easily through intuitive digital solutions.
Cost to serve
Lower your operational costs by guiding your customers toward optimized digital journeys.
Concrete results for an optimized customer experience
Customer satisfaction90%Satisfied or very satisfied users with the automated journeys
Calls avoided15%Rate of calls avoided through redirection to a digital journey
Improved Reachability+30 PtsRate of calls handled (via phone or digital) out of the total incoming calls
Increase in productivity+20%Increased time your advisors spend on value-added tasks
Our clients say it best
Arnaud Bailly
Deputy General Manager, Vattenfall France
Since implementing DialOnce, we have observed a 30% reduction in interactions and gained 40 NPS points!
Laurent Graziani
Director of Customer Relations Center, Consumer Market
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.
Christophe Famechon
Customer Relationship Director, Fnac-Darty
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!
Integrations that fit every use case
FAQ - Directus
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.
