Today I noticed an interesting question in Quora (http://www.quora.com/How-long-will-it-be-until-I-can-navigate-automated-customer-service-calls-visually) about Visual Navigation of Customer Support Calls
How long will it be until I can navigate automated customer service calls visually?
My phone has a screen on it. I don’t want to listen carefully to your menu options, even if they have recently changed.
Very interesting scenario. I responded with an answer like this. What are your thoughts?
Ah, super practical question, Why not?
But technically, I think there are HUGE challenges, Even with sophisticated Computer Telephony Integrations in place, Voice based calls and kept separate from data transfer, hence using a smart phone to handle both voice and data (choices for you to choose from) is difficult, at least as of today.
So, the immediate options seem to be:
1. Pure voice (Current system which you described)
2. Pure data (Use a Website / PC to log your tickets)
3. Voice and data (iPhone / Android / Blackberry app where calls can be made and menu options can be ‘download’ed on the fly so that you can choose from there, instead of listening, use Voice only for talking, not for hearing / choosing)
Make a voice call : get the menu options as a data back to your phone : Dynamic display : Choose : Speak / Act
On second thoughts, there are few phone apps which do this already, isn’t it? For example, the app used to query for balance in a prepaid account? If Phone companies can extend it to call centers too, it will be a good start!
Once the telephony system is there to support this, CRM systems can provide a much better navigation for phone users, depending on which device they are using
Naga Chokkanathan, Director (Innovation), CRMIT