August 23, 2012
New Solution Allows Smartphone Users to See as Well as Hear IVR Menu Choices
By Tracey E. Schelmetic, TMCnet Contributor
Let's face it; even when interactive voice response (IVR) technologies work well, they're not our favorite. Even on a well-designed menu tree with no dead-ends and clear options, if it's a company you call often, you frequently need to sit and listen through menu choices you don't need to hear, particularly if the company has no speech technology-enabled “barge in” option. But what if you could see the IVR choices as well as hear them?
Mobile and enterprise software company Radish Systems (News - Alert) is launching a new IVR solution called ChoiceView REST API for Visual IVR, and what it does is allow smartphone users to see IVR menu choices on a touchscreen, allowing them to simply tap their choices.
When the user is presented with the audio portion of the IVR interaction menu, at the same time, he or she is also able to instantly see menu options that allow for quickly navigation by touching a selection on the screen. The user then receives relevant visual information instead of having to listen to a lengthy audible message, saving a lot of time and frustration, improving customer satisfaction and hopefully improving the company’s image in the customer’s eyes, according to the App Blog on Programmable Web.
“ChoiceView provides a new communication channel for IVRs, allowing visual menus and visual response as well as data and photo input. Our solution allows an existing IVR to become visually-enabled with a script change only,” said Richard Davis (News - Alert), CTO of Boulder, Colorado-based Radish Systems LLC.
Adding,“It doesn’t affect the IVR’s call processing or hardware, and mobile users simply call an IVR in the usual way to begin.”
Radish Systems' ChoiceView App runs on a 3G+ Apple iPhone, iPod touch or any Android (News - Alert) mobile device with an Internet connection. Radish Systems will demonstrate its new solution at TMC's Cloud Communications Expo which will be held in Austin, Texas from October 3-5, 2012.
Interested in everything IVR? Check out all of the latest and most relavent industry news by following Plum Voice, a seasoned player in the IVR and voice technology industry, on Twitter (News - Alert) @PlumVoice.
To find out more about Radish Systems visit the company at Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.
Edited by Brooke Neuman
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