Radish Blog

WSJ Agrees — People Dislike Interactive Voice Response Systems

Stephen Moore is right on — people are frustrated with Interactive Voice Response (IVR) systems.  See his 5/4/2012 Wall Street Journal editorial “Press 9 for More Options.”   What he and others need to know is that Radish can ease the pain for mobile device users with the ChoiceView Visual IVR.  Add your comments on the WSJ site and on our website about what companies need help and let Radish Ease the Pain.

Shave Seconds to Save Millions in Contact Centers

Our enterprise prospects tell us that every second they shave off the average call handling time saves them $1M per year in contact center costs.  With Radish ChoiceView, contact centers save time when agents send any visuals –photos, diagrams, coupons, receipts, video clips–while talking/texting with mobile callers on any network.  As we all have heard, ‘One picture is worth a 1000 words.’

Our alliance partner, SPS, is featuring Radish ChoiceView at upcoming contact center shows.  Monica Tarr, SPS contact center consulting practice directors said “We are partnering with Radish to offer a unique solution for our contact center customers. Be sure to come to our Frost & Sullivan exhibit April 15-18 at the Marriott Marcos Island, FL, for a demonstration, as well as the SPS booth 404 the ATA Expo on April 29-May 2 in Hollywood, FL, to see our contact center solutions.”

Radish CEO Theresa Szczurek says “We’re pleased to partner with Strategic Products and Services to offer the next-gen unified enterprise communications and to improve efficiency of call centers communicating with mobile callers. SPS leads the way for Visual Interactive Voice Response (IVR) systems as well as ‘voice with visuals’ communications via live agents powered by ChoiceView.  Visuals such as photos, documents, diagrams, and video clips are instantly available to mobile users so they can ‘See it and Hear It’™.”

 

 

Radish ChoiceView ‘Pops’ with Enhanced Agent 2.0 “Voice with Visuals” Mobile Technology

Customer suggestions drive new version of ChoiceView Agent with automatic screen pops, encryption, and local history saving. Contact center agents or representatives (reps) now find it even easier and more secure to send visual content, such as photos, diagrams, documents, or video snippets, while talking / texting with ChoiceView-enabled mobile callers. The award-winning ChoiceView platform allows mobile device users to simultaneously see, hear, and send information using ANY network, ANY phone. (more at http://www.radishsystems.com/media-center/media-releases/    or     http://www.prweb.com/releases/2012/3/prweb9316486.htm)

Seven Pointers for a Winning Business and Personal Plan

What is your plan for 2012?  Some of you may have a plan – great, pursue it and continue monthly assessments.  For others who have put planning off, it is not too late.  It is always the right time to assess progress, reaffirm your passions, align your passions with a meaningful purpose, and then put together a plan for your continued pursuit of passionate purpose.

 

Here a few Practical Pointers.

  1. Assess.  There are many ways to evaluate where you are now.  Perhaps you use the Sigh Test – are you sighing more than smiling?  This is a simple binary means to determine if things must change.  Or, do a SWOT Analysis – look at your Strength, Weaknesses, Opportunities, and Threats.  Consider creating a Stop/Start/Continue list – what should you stop doing, what should you start doing, what should you continue doing?
  2. Where Do You Want to Go?  Get clarity on what your vision is?  Establish a BHAG – a big hairy audacious goal.
  3. Bridge the Gap.  How can you most effectively get from where you are now to where you want to go?  What strategic initiatives are needed to bridge the gap?
  4. Measure Metrics.  What is the critical number you are working to achieve that represents the overall most important way you are bridging the gap?  Have you established specific goals and ways to measure progress toward them?
  5. Proper People.  Get inputs from both outside and inside your organization.  You may be amazed at what you learn.  Don’t do your internal plan by yourself either.  Who should be part of your strategic planning process?
  6. Both Sides Now.  Put together both your personal plan and a business plan.
  7. Have Fun Using It.  Having a plan is good.  Using the plan to guide your directions in 2012 is even better.  How can you post it, review it, and determine if you are in track while having fun along the way?

 

Radish Case Study.

Radish used the last week of the year to do just that – assess and plan.  The output was be a revised 1-page strategic plan with clarity on our top priority ROCKS for 2012 and especially for Q112.  We have clear KPIs – key performance indicators – for each department and a scorecard to keep track of progress of our important work. What gets measured gets done.  We reference the scorecard regularly during our weekly and monthly meetings. And we have scheduled our quarterly strategic planning sessions to repeat this process.

 

Get moving –the right time is now.  Assess, plan, pursue, see progress, repeat.

 

Should Radish ChoiceView™ ‘Visuals with Voice’ Concern IVR Vendors?

At #ITEXPO East this week in Miami, CEO Theresa Szczurek’s presentation of the @RadishSystems ChoiceView capability to simultaneously talk and share visual information on existing networks, with any phone, using most mobile devices caused many questions. Why? @ChoiceView transforms an IVR into a Visual IVR with a pure software solution and doesn’t replace any existing enterprise IVR hardware.

ChoiceView is a simple way to solve a complex technological problem for mobile communications.  Businesses can send photos, graphics, video clips, coupons, receipts, menus or any visuals to a caller using a smart mobile device while talking/texting with them in real time. There’s no need to leave the call to see an email or go to a website and the caller can save the visuals for later use.

Is this competitive with typical Interactive Voice Response (IVR) systems that are hardware-based and expensive to upgrade?  Would most enterprises prefer a software solution rather than upgrading their hardware, should that option exist?  ChoiceView can easily augment existing IVRs and allow them to offer next-generation capabilities now. Let me know what you think at media@RadishSystems.com

Video demos at http://www.youtube.com/user/RadishSystems, more at www.RadishSystems.com