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Radish ChoiceView WebRTC Brings Video to Contact Center Interactions

December 11, 2015

Radish Systems is no stranger to harnessing the power of real-time video to create a better customer experience. In fact, the company recently added ChoiceView Visual Directory to its ‘voice with visuals’ product suite. However, Radish hadn’t yet tapped the power of browser-based real-time communications with WebRTC until this week, with the release of ChoiceView WebRTC.

With ChoiceView WebRTC, Radish aims to provide an alternative to the typical scenario of calls to businesses being answered by an interactive voice response (IVR) system or contact center agent with voice only. With ChoiceView WebRTC, callers can place a call from within their web browser, allowing them to interact with video as well as voice, without needing to download a separate app.

In other words, Radish’s newest offering gets to the core of WebRTC functionality by making browser-based communications user friendly.

With the added benefit of visual interaction, users can receive contextual visual help during a browsing session, allowing them to receive a level of care not possible with voice-only solutions. On the business end, the phone call and visual sharing are completely compatible with existing communications infrastructure, making adopting ChoiceView WebRTC a low-cost venture.

In fact, with the power of the ChoiceView REST API, businesses are able to upgrade their voice-only IVRs to visual IVRs with a simple script change. The result is end-to-end voice and video calls that allow businesses to support multi-channel transactions with little effort or upfront cost. In addition, ChoiceView WebRTC allows companies to preserve their numbering plan, switching, queueing, redirection and skills-based routing. Agents will continue to receive incoming calls as normal, but with the added ability to visually share images, videos, web pages, screenshots and even files.

Even for businesses that currently use another product in the ChoiceView suite, ChoiceView WebRTC can provide another way to communicate that complements other ways to engage in a ChoiceView session.

Edited by Peter Bernstein

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