August 22, 2012
Radish Systems Unveils API to Convert Traditional IVRs to Next-Gen Visual IVRs
By Rajani Baburajan
Radish Systems (News - Alert), a provider of customer service voice data mobility solutions including hosted IVR, announced the launch of ChoiceView REST API for Visual IVR that transforms traditional interactive voice response (IVR) systems to next generation visual IVRs.
The new API adds voice with visuals' mobility communications to new and existing IVR systems from different vendors. The system works with any network, phone and most mobile devices. It enables clients to interact through live visual communications and helps businesses map caller behavior to business processes.
"Radish Systems' ChoiceView mobile platform and applications offer contact centers additional options to service their customers and provide innovative ways for clients to interact through live visual communications," said Monica Tarr, SPS contact center consulting practice director, in a statement. "Visual IVR provides a unique experience for smartphone users and maps caller behavior to business processes."
Visual IVR offers several benefits. Customers can see menus instantly while listening to information, tap choice, move through screens quickly and receive visual and voice responses. The visual IVR reduces the time of communications. It also cuts calling costs, increases understanding by 50 percent or more, and improve mobile user satisfaction and engagement.
The new Visual IVR powered by ChoiceView API integrates with live assistance, current IVR and business processes rather than just coded screens delivered via a mobile app that's separated from the voice call.
"ChoiceView provides a new communication channel for IVRs, allowing visual menus and visual response as well as data and photo input,” said Richard Davis (News - Alert) CTO, Radish Systems, in a statement. “Our solution allows an existing IVR to become visually-enabled with a script change only. It doesn't affect the IVR's call processing or hardware, and mobile users simply call an IVR in the usual way to begin."
The ChoiceView REST API for visual IVRs is available now for free development and testing purposes.
Edited by Juliana Kenny