Radish Blog

Learn Why ChoiceView Is in AWS Marketplace

AWS Technology Partner

Radish is pleased to announce that ChoiceView Visual IVR and ChoiceView Visual Agent are now listed as products in AWS Marketplace. This brings increased exposure and visibility to ChoiceView® and opens the door for dramatic improvements in how businesses interact with their customers.

    A guest article by Dr. Theresa Szczurek, former CIO / Executive Director of the Governor’s Office of Information Technology for the State of Colorado.

ChoiceView is a new type of phone call. It’s patented. ChoiceView starts with the familiarity of a voice phone call. It’s not as intimidating as a videoconference. It’s enabled through an open, cloud-based CPaaS service. It’s inherently compatible with phone endpoints worldwide.

ChoiceView provides an enhanced CX for callers and allows businesses to convey information in a smarter and more efficient way. It’s easy to deploy, use, enhance, and maintain. It works with first-time callers without requiring a mobile app. It’s positioned for wide adoption worldwide.

ChoiceView Visual IVRs and Visual Bots allow callers to SEE and HEAR information on standard calls they make to businesses. Visual IVRs eliminate the tedious voice-only interactions with automated phone systems. Instead, callers are presented with visual menus and visual responses while talking and hearing on the same phone call they started with. Callers can navigate 4X faster using visual menus and can better understand the information presented.

ChoiceView Visual Agent allows contact center agents to visually share information with callers — instead of reading it back from their screen — while continuing to talk on the same phone call. Agents can access and send most any visual material, either from a predefined library or windows open on their screen. Visual live assistance allows agents to convey information faster with fewer errors, make additional sales, and improve their interaction with customers.

For developers who want to add ChoiceView capabilities themselves in their own voice apps, there’s a ChoiceView lambda function. It’s available as an Amazon Connect Quick Start Integration. An automated script allows developers to easily obtain their own lambda copy and go from there. Any ChoiceView session from any source runs on ChoiceView in the Amazon EC2 cloud. This approach provides tremendous leverage for the ChoiceView platform.

Shouldn’t we expect this voice-and-visual capability on the routine calls we make everyday? Checkout what we’re doing at Radish and see how ChoiceView is dramatically and easily enhancing customer engagement. “Now I see what you’re talking about!”™.

Why NOW Is the Right Time for Visual IVR

 

ChoiceView Visual Bot

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!”™

Why Accessibility Matters

A guest article by Dr. Theresa Szczurek, former CIO / Executive Director of the Governor’s Office of Information Technology for the State of Colorado.

CODA won the best picture Oscar in 2022. The acronym CODA means ‘child of deaf adult’. This touching movie raises awareness of the challenges faced by people with hearing disabilities, as well as CODA family members. The question we need to ask is, what are we doing to support people with hearing loss and improve their accessibility?

Why Should You Care?

1. NEGATIVE IMPACT. Hearing loss has been shown to negatively impact nearly every dimension of the human experience, including physical health, emotional and mental health, perceptions of mental acuity, social skills, family relationships, and self esteem, as well as work and school performance.

2. FINANCIAL IMPACT. Those with unaided hearing loss earned on average $20,000 less annually than those who used hearing aids or cochlear implants.

IT’S THE LAW. U.S laws, including the Americans with Disabilities Act (ADA), require that accommodations be made to improve accessibility to those with hearing and other disabilities. Accessibility is defined as “the quality of being able to be reached or entered, easily understood or appreciated.” ADA prohibits discrimination against people with disabilities in several areas, including employment, transportation, public accommodations, communications and access to state and local government programs and services.

Practical Pointers for Coping with Hearing Loss

1. GET EDUCATED. Learn about hearing loss and other disabilities and what you can do to accommodate the situation.

2. SEEK MEDICAL HELP and get tested. People with hearing loss wait an average of 7 years before seeking help.

3. COPE AND SUPPORT. The Mayo Clinic offers tips to help you communicate more easily despite your hearing loss. For example, tell your friends and family that you have some hearing loss. Position yourself to hear by facing the person you’re talking to. Turn off background noise. For example, noise from a television may interfere with conversation. See the complete list.

4. TURN ON CAPTIONS. During virtual meetings and while watching TV, turn on captioning so audio is represented in text format. In this way, people can leverage visual as well as audible information sources.

5. TAKE ACTION. Government and businesses must consider the Americans with Disabilities Act and provide technological and other solutions that can help people accommodate hearing loss.

6. USE ‘VOICE WITH VISUALS’ COMMUNICATIONS. According to Dr. John Medina, author of Brainrules, when you see and hear information you are 600% more likely to understand. That’s one reason why Radish Systems offers ChoiceView® as a way to transform voice-only transactions into multi-modal ‘voice with visuals’ communications for both automated and live interactions. Learn more.

Improving the Robotic / Human Interface

 

Robotics

A guest article by Dr. Theresa Szczurek, former CIO / Executive Director of the Governor’s Office of Information Technology for the State of Colorado.

WHAT IS RPA? It stands for Robotic Process Automation. According to Wikipedia, “Robotic process automation is a form of business process automation technology based on metaphorical software robots or on artificial intelligence / digital workers. It is sometimes referred to as software robotics.” RPA for government and business services is commonly implemented as chatbots, voicebots, or Interactive Voice Response (IVR) systems.

WHY SHOULD YOU CARE? RPA is a hot technology trend because it provides value. Gartner in its 2021 Magic Quadrant for Robotic Process Automation report states, “Robotic process automation remains the fastest-growing software market, as RPA is one of the most popular choices for improving operational efficiency with tactical automation.”

HOW DOES IT RELATE TO CHOICEVIEW? ChoiceView® augments and enhances RPA by joining a data session to a phone call and introducing a brand new ‘voice with visuals’ experience for users. It’s a new type of phone call positioned between a standard (PSTN) phone call and a videoconference. It’s easy to add a ChoiceView visual dimension to Amazon Connect, Twilio, Avaya, and many other contact center platforms.

WHAT ARE BENEFITS OF CHOICEVIEW RPA? RPA improves operational efficiency through automated transactions. Visual RPA with ChoiceView steps up the game by delivering even faster and easier-to-understand automation, resulting in higher user satisfaction and better call containment. Learn more and see use cases.

Shouldn’t we expect this voice-and-visual capability on the routine calls we make everyday?

Phonebot Hell and Other Inconveniences

Phonebot Hell

See it on YouTube. Has this ever happened to you? That’s why we have ChoiceView! ChoiceView adds visual menus and visual responses, along with voice and AI, to dramatically improve the user experience.

ChoiceView is a new kind of voice-and-visual phone call positioned between a voice-only call and a videoconference. It delivers an enhanced user experience on the types of calls we make everyday without the fear and trepidation of a video call. Studies show that people understand 6X better when both seeing and hearing information and that callers navigate 4X faster with visual menus.

Shouldn’t we expect this voice-and-visual capability on the routine calls we make everyday?

ChoiceView provides relief for live agents as well. ChoiceView’s value proposition is based on delivering efficiencies in contact centers. Rather than trying to answer questions and resolve issues by voice-only, agents equipped with ChoiceView can send relevant visuals to callers — from either a predefined library or material on their desktop. Material sent is active content, including forms and navigational menus that can be saved by callers, page-by-page, for future reference.

ChoiceView is also a visual building block for Amazon Connect, Twilio, Avaya, and other systems. See the ChoiceView Lambda function for Amazon Connect.

Checkout what we’re doing at Radish and see how ChoiceView is dramatically and easily enhancing customer engagement. “Now I see what you’re talking about!”™.