Radish's New ChoiceView Combines Visual and Audio Information in IVRs
March 26, 2012
Radish Systems (News - Alert), a provider of Communications-as-a-Service (CaaS) platform, announced it has enhanced the ChoiceView Agent platform with new features to enable contact center agents and representatives to send visual content, such as photos, diagrams, documents or video snippets to their Interactive Voice Response systems (IVRs) quickly while using ChoiceView App.
Version 2.0 of the app allows users who are texting/taking using ChoiceView app to simultaneously see, hear and send information using any phone in any communications network.
“Smart mobile callers expect and demand communications that are fast and easy at seamlessly combining visual and audio information,” said Tom Colamonico, Radish vice president of Sales, in a statement. “Radish offers unique solutions for our contact center customers, from small businesses to large enterprises, and continues to improve our products using feedback from our customers.”
ChoiceView Agent 2.0 includes automatic rep screen pops, information encryption, local history saving, local file send, and more. The pop capability automatically establishes a ChoiceView session between the rep and the caller using Automatic Number Identification (ANI). These enhancements improve key contact center metrics, especially with complex transactions that require multiple visual and information exchanges.
With ChoiceView companies can add visual content to their interactive voice response systems (Visual IVRs) and enhance mobile commerce. They can improve customer, patient and technical support, which helps reduce costs, increase revenues and improve caller satisfaction.
ChoiceView is available as a general mobile app on Apple (News - Alert) and Android mobile devices; software for live and automated agents in enterprise contact centers as well as for individual PC users; and as a Software Developers Kit for inclusion in third-party mobile apps
In another IVR related announcement in the industry, Apple said it is revving up excitement over its scheduled launch of a new form of Siri, a smartphone app which will provide IVR capability in Mandarin, Chinese later this year. Nuance (News - Alert) Communications based in Burlington, Massachusetts, has paved the way for Apple’s Mandarin IVR technology. Nuance made two Mandarin IVR apps available without cost to consumers not long after the English counterparts were launched.
Edited by Amanda Ciccatelli