A guest article by Dr. Theresa Szczurek, former CIO / Executive Director of the Governor’s Office of Information Technology for the State of Colorado.
I was talking recently to the Director of Call Centers for a large, multi-national manufacturer. She said, “The time is right for a ChoiceView® Visual IVR. We need to get funds into next year’s budget NOW.”
This very experienced Call Center Director then explained, “The voice call is not going away. We get thousands of phone calls each day. Our voice-only IVR routes calls to agents, and often it’s NOT the proper agent. That’s frustrating for callers. And there is little call containment in the IVR to solve the callers’ needs. A Visual IVR can help ensure that the call is routed to the right agent, so the caller saves time.”
She emphasized, “Most importantly, however, the Visual IVR can often provide visual information that the caller wants about order status, product information, or installation instructions, for example. Fewer calls will then transfer to a live agent. This saves us money. The caller gets an improved experience and is happier with us.”
A Visual IVR Is Easy!
A ChoiceView Visual IVR provides the benefit of SEEing and HEARing information. ChoiceView opens the door for a new generation of Visual IVRs, Visual Bots and Visual Live Agent positions. Callers can interact with visual menus and responses while talking and hearing on the same original phone call. According to Dr. John Medina, author of Brainrules, when you see and hear information you are 600% more likely to understand. Callers can navigate 4X to 5X faster using visual menus and directories. See ChoiceView in action.
What About My Current Contact Center Platform?
ChoiceView augments, not replaces, your current platform. This is the most logical, realistic, and cost-effective approach.
1. ChoiceView is built on an open interface that leverages voice platforms from Amazon Connect, Twilio, Avaya, NICE, Cisco, and many others.
2. ChoiceView provides the visual interaction with callers while the native voice platform supplies AI / machine learning, speech recognition, text-to-speech, call processing, integration points, reporting, and other tools.
3. As a result, Radish’s Visual IVRs and Visual Bots are very simple to build, deploy, enhance, and maintain since they utilize only one element — the native voice platform with its standard script creation and editing tools. From an architectural standpoint, there’s only one box!
The Power of the ChoiceView Lambda
As an example, ChoiceView adds visual capabilities to Amazon Connect through use of the ChoiceView lambda function. It’s inserted, as any other Connect element, in contact flows using the standard Connect dashboard and tools. Amazon Connect with ChoiceView controls the voice-and-visual call by itself. It is the Visual IVR, without requiring additional components.
Of course this means that third-party developers can easily add visual capabilities to their own voice apps through the same ChoiceView lambda. Shouldn’t we expect this capability on phone calls we make every day? Learn more about ChoiceView for Amazon Connect.
“Now I See What You’re Talking About!”™