Good customer service is not just about delivering a great product and treating customers with helpful information and an upbeat attitude. True customer service is about providing exceptional support that delivers the most efficient service and the highest level of personalized customer engagements. For many businesses (especially those in the contact center industry), this means leveraging an innovative solution that combines “voice with visuals” to enable their workers to communicate better with their customer base.
In this article, Richard Davis, the co-founder and the Chief Technical Officer at Radish Systems, a leading provider of multimodal communications solutions, discusses how contact centers can enhance their operations and improve their services and shares with Voip-Info the various ways that ChoiceView is helping agents transform the customer service experience.
Elevating Contact Center Performance with Radish Systems
Contact centers serve as an organization’s brand ambassadors, which is why they need to be equipped with the right technologies (and of course, capable and reliable agents) to ensure the highest quality of service is being provided to their customers. To optimize their operations and boost business performance, contact centers can leverage advanced Interactive Voice Response (IVR) systems to help deliver exceptional customer exceptional customer service and support. One of these products is Radish Systems’ ChoiceView True Visual IVR.
“79 percent of users try to avoid doing business with a company with a bad IVR, so we need to make these calls better because while there’s a lot of other communication vehicles, telephone calls are not going away,” said Davis. “ChoiceView is the solution that we invented to add visuals over the top to voice and chat calls.”
ChoiceView goes beyond ‘live chat’ or ‘click to talk’ by integrating the most critical dimension— live visual communications. This way, call centers can provide better service to their customers by allowing their agents to share visual information during a call. “ChoiceView features 'see' and 'hear' options, allows visuals to be sent to live agents, can provide and send contact forms, screen calls, as well as enable agents to transfer information back and forth," said Davis. “When you see and hear, you get six times better comprehension and understanding, thereby solving problems faster and better.”
Below are the ways ChoiceView True Visual IVR can redefine contact center customer experience:
- Improving information exchange - Through ChoiceView, agents can easily send visual specifications to their customer’s mobile devices during a phone conversation.
- Closing retail mobile transactions - Using the visual menus, customers can conveniently select transaction details and then instantly receive voice and visual contact from the live agents or the IVRs.
- Increasing customer support - Live agents and/or the IVRs provide customers with visual information to enable them to operate or use the purchased service or product in a seamless way.
- Reducing long IVR phone trees - Instead of listening to long sequential lists, customers can see and tap the visual menus and get visual responses to enable contact centers to improve brand perception and to enhance customer retention.
- Creating customer engagement solutions - ChoiceView enables live agents to help their customers understand complex issues and solve problems by sharing documents, images, and other visuals about the products or services that they provide.
By leveraging ChoiceView, contact centers can have a true visual IVR solution in which the IVR controls both the voice and visuals. Because of this, customers are provided greater flexibility by providing rich content beyond HTML without user interaction, delivering multimedia materials, and extending visual capabilities to contact centers.
Enhancing Mobile Customer Experience with ChoiceView
“Now, close to 80 percent of callers have a smartphone in their hand that has the power of multimedia,” said Davis. This only goes to show that people want to leverage more than just voice or more than the just the web to connect and communicate efficiently and conveniently with one another.
With mobile devices becoming the primary endpoint for enterprise communications, it is necessary for businesses to have the right mobile tools and solutions that can enable their globally distributed workers to operate, communicate, and collaborate with their customers in a seamless way.
As a leading business communication solutions company, Radish Systems aims to elevate the way businesses communicate with mobile devices and browser users by sharing “Voice with Visuals”. “Radish Systems is transforming communications by offering next generation voice and visual,” said Davis. “Our solution allows visuals to be broadcast in real-time, which can be shared during calls (both phone and chat) to really improve the user experience.” Through ChoiceView, businesses can improve their communication with its capability to share visual information in real-time during conversations via smartphones and other mobile devices like laptops, tablets, and more.
The ChoiceView mobile app is also ideal for remote workers and people on-the-go. “It leverages visual and the auditory, and allows users to save materials on their device, both voice and chat; all things that we’re trying to do to make it a good mobile experience,” said Davis. “This makes it a perfect choice for phone calls versus a website or other mobile app with dialing,” added Davis.
Key Capabilities and Features of ChoiceView
For Radish Systems, excellent customer experience does not happen by accident. This is why they have created ChoiceView to deliver a true customer engagement solution to help contact centers streamline their operations and boost their bottom line. Through this patented, award-winning mobile enterprise solution, contact centers have the capability to share visual information with a live agent or IVR during a call from a smart mobile device user.
According to Davis, ChoiceView can help improve call center operations and enhance an agent's performance in the following ways:
- Being compatible with other modes of communication. “When you think about what we’re doing, we can work with any VoIP phone, WebRTC, Skype etc,” said Davis. “We ask: does the end user feel more comfortable picking up the phone and dialing an 800 number or starting an interaction with a browser by going through a VoIP call? We support either of these modes.”
- Working harmoniously with existing infrastructure. “ChoiceView is over the top and works with an existing infrastructure,” said Davis. “It can work with any phone or smartphones but also with any PC, Mac, or tablet.” Cloud-based and easy to deploy, ChoiceView doesn't require users to change equipment and is integrated with a real-time data switch. “We have a real-time data switch in the Amazon cloud that is coupling together clients and agents on the business side and making all of this happen,” added Davis.
- Providing easy navigation with tappable menus. Instead of listening to voice-only menus, ChoiceView allows callers to enter or tap the appropriate response from the mobile device. “The content being delivered by the agent device (either live or automatic from the business side) is actionable,” said Davis. “This could be in the form of buttons that the user can tap and get information immediately relayed to an agent's device so that the person (or the bot) can act. It simply is a conversational approach and we’d like to think of these interactions as asymmetrical transactions. For example, when a user is on a smartphone, talking to a person or machine and viewing information supplied as part of the conversation. They are participating in the rich flow of information,” explained Davis.
- Allowing seamless transfer from an IVR or a bot to a live agent. ChoiceView integrates well with existing Automatic Call Distribution (ACD) and contact center systems. This way, businesses can easily connect with customers with its capacity to deliver voice and visual sharing of information. “There are certain applications we can do within the system but live agents can send across different languages practical information that will help the customers,” said Davis.
- Enabling live visual sharing. Through ChoiceView, callers can easily send text, screenshots, photos, and video clips to IVR. This way, callers do not have to repeat speech recognition requests that may get misunderstood. They can just easily enter the information once and then receive timely visual responses.
By providing a new visual communications channel for interacting with IVRs beyond voice-only calls, ChoiceView from Radish Systems can transform a regular phone call to a voice and visual call to enhance the mobile experience and help contact centers better serve their customers. To learn more about ChoiceView Visual IVR, please visit Radish Systems’ official website.
About Radish Systems
Radish Systems is a global provider of business communication solutions with an expertise in multimodal communication. Established in 2009, the company aims to improve the way businesses communicate with mobile devices and browser users by sharing ‘Voice with Visuals’. As an expert in multimodal communication, Radish Systems is transforming enterprise communications by offering next generation voice and visual through ChoiceView.