Boulder-based Radish Systems has developed new software to help add a visual component to phone calls, the company announced Tuesday.  

Called ChoiceView, the cloud-based technology can help businesses and institutions that provide customer support services to enhance their user experience, said Richard Davis, Radish’s chief technical officer and one of the founders. It allows “complex transactional information” to be sent to a user as a visual, he said.

The technology is compatible with potential users’ existing infrastructure, and works with virtual agents such as bots and Interactive Voice Response systems, as well as live agents. It allows callers to see, hear, interact and during phone calls save visuals including menus, graphics, interactive forms, documents, clipboard copies, screenshots and video snippets, according to the company.

Those using a landline can access information on their PCs and smartphone users can get it on their mobile devices. Davis pointed to medical practitioners sharing health charts with their patients as one of the ways the technology could be used with ease. It’s a two-way live exchange where users also could send back information, he said.

ChoiceView makes navigation within IVR systems faster, Davis said.

His company, which was founded in 2009, got a grant last year from Amazon Web Services to develop ChoiceView functionality directly into Amazon Connect, a low-cost, self-service, cloud-based contact center service used by businesses for providing customer service. Davis said he thinks ChoiceView would help Amazon in a big way.

The technology also is available for other business users, he said. Users pay 10 cents per session regardless of the duration of the call, Davis said, adding bulk discounts are available.

Radish owns multiple patents in “voice and visual kinds of communication,” Davis said.

A study by ContactBabel, an analyst firm for the contact center industry, shows a caller can navigate a visual IVR menu about four to five times quicker than responding to spoken menus. Visual IVR menus can give companies the ability to develop value-added applications for their customers, the study stated.

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