Hello from the Radish Team!

People expect a good Customer Experience (CX). Help is here with the ChoiceView Visual IVR. More and more organizations are easing the pain of traditional automated phone systems by leveraging the power of 'voice with visuals' exchange. Callers can see and hear information through a Visual Interactive Voice Response (IVR) system.

Mile High United Way Improves 2-1-1 Calls with ChoiceView® Visual IVR When calling 2-1-1 for shelter information and a live person can't answer, the new ChoiceView Visual IVR makes it much easier and faster to access the right information. Here's what David Holland, 2-1-1 Manager, has to say:

"We're pleased to collaborate with Radish Systems to offer 2-1-1 callers an easy way to see and hear shelter information, whenever we're unable to answer the phone live. Nearly 45% of after-hours callers choose to use the ChoiceView Visual IVR to receive emergency shelter information. It's really helpful for smartphone callers who often have no way to write down the information. They can quickly see menu options, then automatically transfer to the 2-1-1 website for detailed shelter locations."

Case Study: ChoiceView Visual IVR — Now I see what you're talking about!

PROBLEM: Mile High United Way (Metro Denver, USA) has solved a problem for callers seeking emergency shelter. Especially as the weather turns cold more people seek shelter, yet they have no way to write down or easily remember the information delivered via a lengthy voice-only announcement. In 2017, Mile High's 2-1-1 service received nearly 80,000 requests for help.

SOLUTION: When reaching the Interactive Voice Response system powered by ChoiceView, smartphone users quickly see a visual menu, tap a selection, and see shelter locations. They can save the page on their home screen for future use. Callers quickly find the right shelter, whether alone or with their family!

Here's how it works:
1. The 2-1-1 auto-attendant answers and offers the option to see information, not just listen to a recorded message. Caller receives an SMS text to launch a browser and view the information. Caller sees the 2-1-1 shelter menu on their smartphone and taps the button for Single Men in Denver.
2. Caller sees local shelters and selects the best choice.
3. After ending the session, caller saves the menu page on the home screen of their smartphone. It's then readily accessible for shelter locations next time without a 2-1-1 call. The caller can also take a satisfaction survey.

Annotated screenshots of the sequence are below. Click image to see an enlarged view.

Why is Visual IVR helpful? Callers don't have long waits for a live receptionist or need to listen to options. They can self-serve, with immediate access to the right information. It's faster to find, use, and save information.

BENEFITS: faster and easier access to information and shelter locations, shorter calls, higher call containment through visual self-service, and reduction in staff needs.

Photo of the Month

The year was 1999. Women were making strides and breaking barriers, and the Denver Business Journal wanted to celebrate them. Now that first class of Outstanding Women in Business is being honored. Radish CEO Theresa Szczurek, pictured here with daughter Annie, was highlighted in the Denver Business Journal's 20th anniversary issue of Outstanding Women in Business. As an inaugural member of the 1999 year's Outstanding Women in Business, Szczurek noted that, "We're seeing increased numbers of women-led businesses and good performances. I have found, however, two big areas seem to be lacking, and one is women in STEM — and especially in the information technology arena. The other area that I think really hasn't changed enough is funding for women-owned businesses." Female founders got 2% of venture capital dollars in 2017.

Radish in the News

InnovatioNews: Radish Systems provides ChoiceView Visual IVR to Mile High United Way help center for shelter info.

TelecomReseller: Find Me Shelter! United Way Improves 2-1-1 Calls with ChoiceView Visual IVR.

Boulder Daily Camera: Boulder-based Radish, Mile High United Way partner on sheltering hotline.

See more news.

Keep Connected with Radish

Contact Radish today and ease your communications pain! Theresa Szczurek, CEO, and the Radish Team