1. Adding Visuals to Voice
SpeechTEK 2017

2. Session Description
Traditional IVR systems limit users to speaking
and listening. Enhancing voice-only
communications with visual information,
including menus, directories, photos, diagrams,
fill-in-forms, receipts, and tickets, adds new
capabilities to self-help systems. Security may
be enhanced by using both voice speaker
identification and face recognition. Developers
who have build visual/voice systems relate their
own experiences developing and using voice
with visual systems and provide advice about
adopting a voice with visual system for an
organization.
2

3. Panelists
• Chris Du Toit – CMO, Jacada
• Turk Telekom
– Ahmed Furkan Gul, Digital Business
Development Manager, Turk Telekom
– Ozhan Teker, Digital Business Development,
Turk Telekom
• Theresa Szczurek – CEO, Radish
Systems, LLC
• Clinica Tepayac
– Jo Roman - Patient Health Educator
3

4. Adding Visuals to Voice
April 26, 2017
Chris du Toit, CMO, Jacada
cdutoit@jacada.com

5. About UsProvide an effortless,personalized and digital experience to drive containment and next issue avoidance.
Drive Digital Adoption to
Lower Inbound Call
Volume by at least 10%.
Guaranteed.
A connected Digital Customer Experience. We engage your customers where they are – whether it’s an
inbound digital session, a voice inquiry, or a proactive outbound alert for true event driven engagement.

6. Copyright © 2017 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents:
#9,008,288 and #8,995,646.
Turn your IVR into VIVR
Digital enable your IVR
Thank you for calling
DCM computers.
Please press 1 for
English or press 2 for
Spanish.
Please press 1 for New
Sales, 2 for
Replacement parts or
3 for Support.
Please press 1 for
parts replacement
under warranty,
otherwise press 2
Please press 1 if this
is a corporate
account, 2 for
personal accounts

7. Copyright © 2017 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents:
#9,008,288 and #8,995,646.
Pivot voice callers into the digital channel
• Click
icon
to
add
pictu
re
“Good afternoon Mr.
Smith. I see you are
calling about your June
bill. I would be happy to
answer your questions”
Works on any HTML5 Device.
No app required. Can also work
with your
mobile app
Self Service
Alternate:
Agent
Assistance

8. Copyright © 2017 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents:
#9,008,288 and #8,995,646.
More than “Visuals to
Voice”
Surface all your digital assets to your voice callers
Transaction
al
Self-
service
Knowledge
Base
Video and
rich
media
Virtual Agents
Collaboration
NPS
and
Survey
s

9. How does it work?
Quick time to market
Visual IVR EngineManagement ConsoleVisual Designer
VXML Connector
Reporting
Existing IVR
Systems of
Record
Intelligent Assistant and
NLP
Context Store and
Personalization

10. Leading telco in Turkey serving
38 million subscribers
Fortune 50 Software
Company
Multinational cable, telecom
and content company with
over 728 million broadband
subscribers and 864 million
pay TV subscribers
Singtel Group serves over
600 million mobile
subscribers worldwide
• Complex troubleshooting
with embedded video
content.
• Sharing photos and videos
• Retail (inventory, WISMO,
Schedule Appointment)
• Authentication
• Help desk triage
• Technical support for set-
top boxes
• Billing & Payments
• Re-contracting
• Activation
• Technical Support
• ~70% successful call
containment for visual IVR
users
• 11% overall call reduction
across 4 lines of business
• Reduce AHT from 7.9m to
1.15m
• Eliminate Tier-1 tech
support ticketing agents
• Reduce number of
misrouted calls
• 15% overall call reduction
within the subsidiary using
Visual IVR
• 60% successful call
containment for Visual IVR
users
• Over 9200 calls deflected
per month (in successful
pilot)
Case Studies
Confidential for Panel only

11. Thank You
Chris du Toit
Cdutoit@jacada.com

12. 12
Overview of how calls are handled
3.6 M
100%
290 K
16%
*8%
1.8 M
50%
179 K
62%
*5%
134 K
75%
*3.7%
3.6 M incoming calls to Tivibu between June
2016 to February 2017
Visual IVR Voice Prompt played only to 50%
of the incoming calls, because prompt is not
played to:
• Calls from PSTN numbers
• Non-Türk Telekom customers
• Türk Telekom Prime Customers
• Numbers that IVR web services couldn’t
recognize
16% of all users who have listened to VIVR
Voice Prompt have preferred Visual IVR.
62% of users who have selected Visual IVR
option could access Visual IVR menu
successfully. This rate increased fractionally
from 36% in the first month to 72% in
february
75% of Visual IVR calls are handled in
Visual IVR and about 25% of the sessions
connected back to the agents
# of
Calls
# of VIVR
Prompts
# of VIVR Opt-in
# of Successful
Login
Visual IVR Handle
Ratio
* Percentage of all incoming
calls
10
0
56
8
5
3.7
10
0
16
10
7.4

13. 13
Projected Results vs Obtained Results
36%
57%
69%
66% 64%
71%
67%
62%
72%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Successful Login
Successful login
69%
71% 71%
76%
77%
78%
76%
80%
82%
60%
65%
70%
75%
80%
85%
Visual IVR Handle Rate
Visual IVR Handle Rate
June 2016 –
February 2017
Adoption
Rate
IVR
Handle
Rate
Visual IVR
Handle
Rate
Cost
Saving
Targeted
Prepilot 10% 43% 60% 1,7%
Achieved 16% 45% 75% 4,8%

14. 14
Customer Satisfaction Survey Results
Visual IVR - Phone Call Interviews – Results from 421 users that have tried Visual IVR
Visual IVR satisfaction in
general
Clear and
understandable menus
Design of service pages
Variety of the provided
services
Descriptions and
guidance
Speed and performance
Questions: Score:
7,90
7,89
8,05
7,73
7,94
7,88
Did VIVR help you find what you
need?
84
%
16
%
Will you recommend Visual IVR to
others?
71
%
29
%
78
%
22
%
Will you use Visual IVR the next
time?
What did you like about Visual IVR the
most?
• Quick, easy, practical – 29%
• Design and user experience –
26%
What should be better?
• More content and services –
39%
What problems did you have with
Visual IVR?
• Connectivity problems – 32%
What should be improved?
• Channel list and information
• Create a troubleshoot
• Signal information
• Match information
• Online chat
• Direct link to Visual IVR
Out of 10

15. Improving Healthcare
Outcomes by
‘Adding Visuals to
Voice’
(Clinical study funded in part by
Prime Health of Colorado Digital Health Challenge)
Jo Roman, Health Educator, Clinica
Tepeyac
Dr. Theresa Szczurek, CEO, Radish
Systems

16. • Winning Team – Bell Labs telephony leaders
• Innovators of visual solutions since 1990 –Visual IVR and Visual Live
Agent
• Radish ChoiceView in market/won many awards since 2011
• Partners – Montuno and other VARs / OEMs (Oracle, inContact, etc).
• Healthcare Customers – Clinica Tepeyac, NW Colorado Health, payor, …
• Patented – HIPAA-complaint product suite and developer tools
Experts in Multimodal ‘Voice with Visuals’ Communications
Confidential: Copyright © 2017 Radish
Systems
About Radish Systems

17. Clinica Tepeyac
• Federally Qualified Health Center (FQHC)
• Medical, behavioral health, and health promotion services
• FQHCs are measured on quality outcomes, such as Diabetes, Hypertension,
birth weight
• Metro Denver Area
• Serves 5,000+ patients, 15,000 patient visits per year
• High underserved, uninsured, and low-income
• Struggle to find affordable/accessible healthcare
• High demand, long wait lists at other Colorado health providers
• Many patients travel long distances, most use the public transportation.
• Patients without insurance will be put on waitlists with other health providers
• Great interest in telehealth to serve more people at their own home, time
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.

18. Phone Calls Help
Remote patients need better communications:
• Ongoing coaching
• Medication adherence
• Triage (immediate help)
• Post-testing results
• Post-procedure follow-ups
• Schedule appointments
and confirmations
• Education and teaching
Thanks to: https://encrypted-
tbn1.gstatic.com/images?q=tbn:ANd9GcQotodlS8gAb8PcLTksSaLJt8NWtXGjc7mrOs4iXtGgOZ6J1eWM
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.

19. Challenges
Patients
• Confused by Doctor’s orders
• Call multiple times for clarification and reminders
• Need Spanish visual information
• Believe telehealth would help them
• Many can’t come for office visits
• Many travel long distances by public
transportation
Clinica
• Wants to efficiently serve more people
• Wants to help via telehealth
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.

20. GOAL:
Make phone calls
even better and improve
outcomes
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.

21. What is
ChoiceView?
Solution: Add Visuals to
Voice!
“
Share visual content in real-time during
calls
For ALL callers, including smartphone and browser users
CONFIDENTIAL | © 2016 Radish Systems. All rights reserved.

22. See demo video: http://www.radishsystems.com/videos/radish_healthcare_ivr.mp4

23. Clinica Use Case
Health Coach calls high risk Type 2
Diabetics
• Goal: Improve Outcomes from
Self-Management with Telehealth
Coaching
• Set goals to reduce A1c
• Learn to better manage their disease
through healthy eating and fitness
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.

24. Clinica Use Case
• Patient uses phone call as usual
• Health Coach starts visual sharing
with SMS text
• Patient has easy access via web
app
• Health Coach shares visual or
website
• Approval form, content
library, website, video clip
• Content can be Multi-lingual
(English or Spanish)
• Patient shares a visual (approval
form)
• Patient saves visual for later
reference
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.

25. Provider Clinical Case
Study:
TeleHealth Coaching of Diabetics
Results:
• Positive impact on Care.
• “ChoiceView is very helpful!
• “It increases understanding.”
• “I got my A1c numbers down.”
• Reduced Costs to patients.
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved

26. Next Steps
• Expand Visual Live Agent to Contact Center, Scheduling, Triage
• Expand to “Dosecast with ChoiceView” for medication adherence
and telecare calls.
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved

27. ChoiceView Visual IVR
at Clinica Tepeyac
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved

28. Try “Adding Visuals to Voice!
Radish Systems
720-440-7560 (corporate)
Theresa Szczurek, CEO
TMS@RadishSystems.com
@RadishSystems
Clinica Tepeyac
720-274-2923 (corporate)
Jo Roman, Health Educator
JRoman@ClinicaTepeyac.org
@ClinicaTepeyac
CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.

29. Key Questions
• Why did your organization choose to add visuals to
voice communications?
• How has adding visuals affected your customer
experience and other business outcomes?
• What advice or selection criteria would you give
others that want to add voice with visuals solutions?
• What are the disadvantages of using Visual IVR?
• Is there a problem keeping the Visual IVR code
consistent with the voice-only code?
29