Wednesday April 19, 2017 0 comments
BOULDER -- Radish Systems, a leader in voice and data mobility solutions for visual customer service, announced it has been awarded a second key patent from the U.S. Patent and Trademark Office for its integrated voice/data technology known in the market as ChoiceView®.
The patent, which dates from 2009, significantly extends the reach of Radish's intellectual property from an environment of mobile apps and Windows software to an environment of web apps and websites, the company said.
ChoiceView marries telephone and Internet technology for rich 'voice with visuals' calls, Radish said. The new patent covers most any conceivable way for users to engage in voice-and-visual calls with businesses, even though they may not use a smartphone, have a pre-installed app, or expect anything other than a voice-only call.
Radish said it also covers new system configurations for businesses resulting in even faster deployment and easier integration of next generation, multi-modal business communications, solving real problems — irritated customers tired of voice-only Interactive Voice Response (IVR) systems, repeating information, long hold and processing times, and lack of self-service.
ChoiceView is available now to license direct for business use and for other communications firms to easily embed 'voice with visuals' capabilities in their systems, the company said.
ChoiceView provides a cloud-based switching mechanism for establishing data sessions in conjunction with phone calls or chat sessions. The new patent covers a subset of ChoiceView, where the switching mechanism in certain cases reduces to a website.
As a result, Radish said ChoiceView allows a website to become a visual IVR or a voice-only IVR to be upgraded to a visual IVR. ChoiceView also supports seamless visual transfer to live agents for continued visual sharing.
The ChoiceView cloud solution allows businesses to talk and share visual and other data with customers.
Radish said ChoiceView increases comprehension on calls by as much as 600%, helps callers resolve inquiries faster with more clarity, improves the overall user experience, and increases business profits.
Inventors of the technology are Richard A. Davis, Radish CTO, and Anthony J. Brittain, Radish chief architect.
"ChoiceView provides a new communications channel and enables new feature capabilities for the millions and millions of voice-only ports and contact center positions in the business installed base, and it does so without displacing or breaking existing hardware or software," said Davis.
"A unique aspect of ChoiceView is its cloud-based switching platform that establishes secure data sessions between users and businesses while following the routing of phone calls and chat sessions,” said Brittain.
Radish said ChoiceView allows an easy upgrade of the large installed base of existing IVRs, contact centers, and other systems from voice-only to voice-and-data communications.
It preserves compatibility with existing dialing plans, call routing, queuing and the business phone infrastructure while providing a new dimension in visual communications, the company said.
Radish said ChoiceView also works with Skype, WebRTC and other in-band voice services, allowing callers to start a session with a browser instead of a phone call. In addition, ChoiceView easily adds a visual dimension to chat bots, phone bots, and other artificial intelligence systems, the company said.
ChoiceView 'voice and visual' sessions involve communications between end users and businesses, which may have live persons, automated agents or virtual agents. End users can utilize any phone and see visuals in the browser of a smartphone, computer or tablet.
Radish said the ChoiceView web app is perfect for first-time callers who dial a business however they wish from a phone or the web. It's much more than a browsing experience because ChoiceView provides both visual content and separate session controls, the company said.
Radish said a pre-installed app is not required. The ChoiceView web app also allows easy integration of ChoiceView functionality in existing mobile apps. The app simply points to a ChoiceView URL in a WebKit environment.
Radish said it still offers free iOS and Android ChoiceView mobile apps that provide additional functionality.
Visual customer service is the killer app to improve sales, technical support, and customer care for mobile and browser users, the company said.
ChoiceView transforms new and existing traditional Interactive Voice Response (IVR) systems from many vendors into next generation, true Visual IVRs. It transforms the traditional contact center into a 'voice with visuals' live assistance center.
In health care, for example, nurse coaches can talk with patients while instantly sharing complex medical information thereby improving health outcomes and patient adherence.
In retail, customers can talk and quickly see product information, receive order status, and purchase just the right products resulting in happier customers, higher revenues, and fewer returns.
See more use cases and demo videos at RadishSystems.com/solutions.