Now I see what you’re talking about!

 How it works

Visual capability enhances voice capability

 
TWILIO and the Twilio Rotary logo are trademarks of Twilio, Inc.

TWILIO and the Twilio Rotary logo are trademarks of Twilio, Inc.

 

ChoiceView builds on the Amazon Connect platform to allow easy creation of visual IVRs, visual phonebots and visual live agents with Amazon's visual editor. Amazon Connect provides all the normal voice features and ChoiceView provides the visual capability in one integrated platform.

When a customer places an ordinary phone call to a business that's equipped with ChoiceView for Amazon Connect, the call is processed by the associated contact flow. The contact flow asks the customer if they want to engage in a ChoiceView visual session. Contact flows can then send visual information with the corresponding voice prompts for the phone call or chat session.  With ChoiceView, the contact flow remains in control of the session without requiring an ancillary website to implement visual sharing.

What is Amazon Connect?

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at a lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.

Amazon Connect as a multimedia platform

How ChoiceView enhances Amazon Connect

Radish Systems received a grant from Amazon to develop ChoiceView as an AWS lambda function, providing ChoiceView functionality as a resource block in Amazon Connect contact flows. These contact flows make use of all the Amazon Connect features — AI, natural language processing, Lex, call queuing and call distribution — and are totally compatible with the existing phone infrastructure.

This resource block can be used like other resources — such as "Play Prompt" and "Get Customer Input" — to define and construct contact flows using Amazon Connect's visual editor. This approach allows Amazon Connect to become a multimedia platform where callers interact with visual live agents and visually enhanced virtual agents such as IVR systems, and phonebots.