BOULDER, Colo., Sept. 10, 2019 /PRNewswire-PRWeb/ -- Radish Systems, a Boulder, Colorado-based mobile/enterprise software and professional services company, is pleased to introduce ChoiceView for Amazon Connect. ChoiceView can transform ordinary phone calls into "voice with visual" calls while maintaining compatibility with existing phones, dialing plans, business phone systems, and contact centers. Radish has been working with Amazon Web Services (AWS) to build ChoiceView functionality directly into Amazon Connect, a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. With ChoiceView for Amazon Connect, multimedia capability can be added to standard phone calls by simply including a ChoiceView resource block in an Amazon Connect contact flow.
ChoiceView adds a visual dimension to calls with virtual agents – such as bots and IVR (Interactive Voice Response) systems – as well as live agents. It allows callers to see, hear, interact and save visuals including menus, graphics, interactive forms, documents, clipboard copies, screenshots and video snippets, while talking/chatting on their smartphone or other device. Learn more at https://amazonconnect.radishsystems.com.
Radish Systems received a grant from AWS to develop ChoiceView as an AWS Lambda function accessible in Amazon Connect contact flows. With ChoiceView, the voice-only Amazon Connect service becomes a multimedia platform that allows callers with a smartphone -- or virtually any phone and browser combination -- to interact with visual live agents and visually enhanced virtual agents. Callers don't have to install a mobile app, preregister or set up a profile in advance.
ChoiceView for Amazon Connect
Amazon Connect developers can create multimedia bots by simply including the ChoiceView AWS Lambda function in their contact flows. ChoiceView for Amazon Connect has already done the heavy lifting of joining a secure, transient data session to an ordinary phone call. ChoiceView adds a visual layer to all the capabilities inherent in Amazon Connect, including AI, natural language processing, call distribution and many others.
With ChoiceView, callers avoid the irritating problem of listening to long spoken menus, directories and voice announcements on a voice-only phone call. Studies show that callers navigate through menus 4X to 5X faster when they see and tap through them (ContactBabel, 2015, https://engageemployee.com/visual-ivr-boosts-self-service). It also solves the problem of not hearing or understanding voice-only information because people comprehend 6X better when both seeing and hearing information, whether from an IVR or a live agent (Medina, 2014, http://brainrules.net). Since callers can save the visuals on their smart devices, they don't have to hastily and often mistakenly write down information, often necessitating longer or subsequent calls. It also solves the problem of callers demanding expensive live agents when an intelligent bot could contain the call, resolve issues faster, and improve the customer experience (CX). See the ChoiceView customer experience in action at https://radishsystems.com/videos/newport_phonebot_short.mp4.
About Radish Systems
Radish Systems, a Boulder, Colorado-based mobile/enterprise software and professional services company, improves the way organizations communicate visually with all callers, including smart mobile device and browser users, through its award-winning ChoiceView Software-as-a-Service (SaaS) platform. ChoiceView is a cloud-based communications service, accessible via web apps and APIs, that adds a transient data channel to traditional voice and SMS communications in a way that's totally compatible with the existing infrastructure. For more information, please visit: https://radishsystems.com or https://amazonconnect.radishsystems.com. You can also follow us on Twitter @ChoiceView, or on Facebook @RadishSystems.
Trademarks: ChoiceView is a registered trademark and Radish, Radish logo, ChoiceView logo, and "Wow, now I see what you're talking about!" are trademarks of Radish Systems, LLC.
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SOURCE Radish Systems