Radish Systems (News - Alert), a provider of next-generation of multimodal unified communications solutions, has enhanced ChoiceView Agent, its enterprise software, with features such as automatic rep screen pops, information encryption, local history saving, local file send, and more.
With version 2.0 of ChoiceView Agent, contact center agents or representatives are now able to send visual content such as photos, video snippets or documents while talking / texting with mobile callers using the ChoiceView App.
Mobile device users, who are using ChoiceView platform, can simultaneously see, hear and send information on any phone and any network. The technology can be used to improve customer support as well as technical support. It can also be used to add visual content to interactive voice response systems (IVR) and enhance mobile commerce.
According to Tom Colamonico, Radish vice president of Sales, the new ChoiceView Agent is designed for contact centers that want specific solutions that best serve their mobile callers. Mobile users today demand solutions that are fast and easy and that also combine visual and audio information in a seamless manner.
“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,” Colamonico added.
With the latest enhancements, enterprises using ChoiceView Agent can simultaneously send visual content to customers, patients, or field staff using mobile devices while talking/texting with them using ChoiceView.
They also benefit from Agent 2.0’s new capabilities which include a contact center screen “pop” capability, encryption of caller-related information sent by the rep, simplified manual searching for a caller if ANI digits are not available, an optional smaller ChoiceView footprint on the rep's desktop, a faster way for reps to access and send local files from their desktops, and the ability to save a history of visual content sent to a caller during a ChoiceView session on the rep's PC as well as in the firm’s Customer Relationship Management (CRM) databases.
Meanwhile in a recent Mobile Health News report, Geisinger Health Plan, an insurance division of a larger health system, finds that IVR and telemonitoring technologies are reducing post-discharge readmissions by up to nearly 45 percent. And nearly 85 percent of the heart patients are hitting compliance rates in the monitoring program.
Edited by Juliana Kenny