September 25, 2015
By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Zappix Expands Global Support for Its Visual IVR

Zappix, a provider of visual interactive voice response (IVR) technology for smartphones, now offers out-of-the-box, multilanguage support and localization, allowing companies to provide visual IVR service in any language and for customers in any part of the world. The application even supports languages that use nontraditional written alphabets, such as Hebrew or Russian.

"We provide the interface, and anyone can now create a visual IVR in their own language or in multiple languages very easily," says Gal Steinberg, vice president of marketing at Zappix. "And you don't have to be a techie. Anyone can do it in minutes."

Through its multilingual support, companies can also customize their visual IVRs for different regions of the world. This new release from Zappix can assess customer service areas and adapt the appropriate language solution, including the correct menu formatting and content generation, for that region.

"When the customer opens the IVR app, it gets customized for him based on where he is," Steinberg says.

The new release supports mobile devices that run on Apple's iOS and Google’s Android platforms.

Through its ability to engage with customers in their preferred language, Zappix solves the significant communications problem raised in the findings of a recent study, where 55 percent of consumers said they would engage with customer service only when the information is in their native language.

"We built our mobile platform to give companies multiple communications paths in their local languages and facilitate the use of voice and non-voice live and self-service channels," said Zappix chairman Avner Schneur in a statement. "The fully internalized platform provides companies of any size the ability to serve their content in any market through a versatile, customer-friendly visual IVR smartphone app that also delivers comprehensive multichannel analytics."

Zappix added Big Data analytics to its visual IVR platform in April.

The analytics, Steinberg points out, "provide a very powerful connection to who is using the visual IVR and in which languages."

Companies can also use the Zappix tool to create customer surveys in multiple languages and then have those results feed into the same analytics platform. Zappix released its visual IVR Survey Tool in July.

At its core, the Zappix visual IVR app integrates voice and non-voice visual content with customer service channels, including phone, Web, live chat, mobile online forms, and multimedia (audio or video) self-help resources.

According to Zappix, companies using its platform can realize significant reductions in app development costs. "You can connect easily to your existing IVR," Steinberg says. "You do not need to recode your IVR or anything else to make this work."