May 01, 2015
Radish ChoiceView Web App Brings Visual Communications to the Browser
By Steve Anderson
Contributing TMCnet Writer
When it comes to call center work, being able to go beyond the phone call is an ability that's increasingly prized. Radish Systems (News - Alert), meanwhile, is bringing this exact idea into play with its new release, the Radish ChoiceView, which allows users to connect with not just voice, but also visual contact.
ChoiceView is a Web app, and some are calling it the "voice with visuals platform." ChoiceView's focus on the browser, meanwhile, allows for much simpler user from any platform, meaning that users can connect via smartphones, full computers, or tablets. There's even incorporation with interactive voice response (IVR) systems, allowing users to essentially work through a visual menu as well as an audio-based one.
It works with most any phone platform—Web-based real time communications (WebRTC) works here, not surprisingly, as does voice over Internet protocol (VoIP) service, wireless service, or even public switched telephone network (PSTN) systems--and is reportedly compatible with a wide array of systems currently in place like contact centers, phone networks, numbering plans and several others. ChoiceView uses a patented switch architecture to help join data sessions effectively to phone calls, and that combination improves the overall usability of the service.
Radish's chief technical officer, Dr. Richard A. Davis, offered up some comment around the release of the ChoiceView Web App, saying "The ChoiceView Web App is unique in that it is browser compatible and delivers pages with both an information frame, for virtually any type of content, as well as controls for interacting with service representatives and IVRs. It offers capabilities well beyond Web browsing. This means, for example, that incoming calls can be easily deflected to a company's website, with no change to existing web pages and with menu and live help buttons included."
That's quite a bit of functionality all in one app, and it certainly doesn't hurt matters that many of these functions will be desirable to business users. This is the kind of platform that might well figure into more than a few business' omnichannel operations, and given how desirable omnichannel operations have proven to be of late, having many of the options necessary for omnichannel in one platform should prove a welcome addition. If the system works as smoothly as advertised, and provides this level of capability, there's no reason many users won't flock to this system. Already some are talking use cases, particularly in healthcare, as users will be able to see visuals while engaging in conversation. That means that adding charts or diagrams to a phone call will prove easier, which can in turn improve understanding and make for a better customer experience.
Only time will tell just how well Radish's Web app is received in the field, but early word suggests that this will be a tool with a lot of options. It's hard to find fault with flexible systems, and the ChoiceView Web App seems to offer just that.
Edited by Stefania Viscusi