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.
Panelists:
Chris du Toit (CMO, Jacada)
Ahmed Furkan Gul (Digital BD Manager, Turk Telekom)
Theresa Szczurek (CEO, Radish Systems)
Jo Roman (Patient Health Educator, Clinica Tepayac)
Moderator: Crispin Reedy (Versay)
Conversational User Interfaces, Past and FutureCrispin Reedy
How can chatbots learn from existing VUI design? What makes these new interfaces different, and how are they similar? Where do the Alexas and Siris come into the mix? We’ll discuss text-based vs. voice-based conversational user interfaces, and the landscape of Conversational User Interfaces, now and into the future.
Voice User Interface Design - Big Design 2017Crispin Reedy
Amazon Skills for Alexa, Google Actions for Home – Should your company build a conversational voice interface for one of these systems, and if so, how? What are the differences between a voice user interface and other types of UIs? What types of skills does a VUI designer need? What are some best practices for these VUIs? This session will explore all these questions and more. You’ll walk away with answers to the questions “If, Why, and How” you might choose to explore this interesting new area of design.
What is Voice?
Why you should consider adding voice?
Voice: Pros vs Cons
Introducing Voice into your SDLC / PDLC
5 Steps to Designing for Voice Before Coding
7 Principles for Designing for Voice
Real Life Conditions
Voice AI Persona, Personality, Tone and Character
Resources, Tools, and More
@igotux
Webinar-Libraries Supporting Social Good: Tools and Tips for Outreach to Nonp...TechSoup
Libraries should be engaged with their local social sector community. The social sector includes nonprofits, as well as grantmaking organizations and business enterprises with an explicit social purpose.
This free webinar offers practical guidance on the best tools, training resources, and marketing tactics your library can use engage the social sector in your community. Examples of how librarians have implemented these tools and tactics in their libraries are shared.
Webinar: What Microsoft's Cloud Services Can Do For Your Nonprofit-2016-10-27 TechSoup
Get to know Microsoft's full suite of donated and discounted cloud solutions for nonprofits, including Office 365, Microsoft Azure, Power BI, and more. Tech Impact's Linda Widdop discusses the benefits of cloud adoption for nonprofits. This 60-minute webinar will help you understand the different options, features of cloud solutions.
Webinar- Computer and Tech Hardware for Nonprofits and Libraries 2017-04-13TechSoup
From computers, to tablets, mobile phones, and routers, your nonprofit needs functional technology to work effectively and achieve your mission.
Join TechSoup's Gayle Samuelson Carpentier and some of our donor and discount partners to learn about the many donated and discounted options available to eligible nonprofits, public libraries, and religious organizations through TechSoup. We discuss the range of new and refurbished desktop, laptop, and tablet computers; as well as mobile phones, projectors and other A/V equipment, and networking gear.
Conversational User Interfaces, Past and FutureCrispin Reedy
How can chatbots learn from existing VUI design? What makes these new interfaces different, and how are they similar? Where do the Alexas and Siris come into the mix? We’ll discuss text-based vs. voice-based conversational user interfaces, and the landscape of Conversational User Interfaces, now and into the future.
Voice User Interface Design - Big Design 2017Crispin Reedy
Amazon Skills for Alexa, Google Actions for Home – Should your company build a conversational voice interface for one of these systems, and if so, how? What are the differences between a voice user interface and other types of UIs? What types of skills does a VUI designer need? What are some best practices for these VUIs? This session will explore all these questions and more. You’ll walk away with answers to the questions “If, Why, and How” you might choose to explore this interesting new area of design.
What is Voice?
Why you should consider adding voice?
Voice: Pros vs Cons
Introducing Voice into your SDLC / PDLC
5 Steps to Designing for Voice Before Coding
7 Principles for Designing for Voice
Real Life Conditions
Voice AI Persona, Personality, Tone and Character
Resources, Tools, and More
@igotux
Webinar-Libraries Supporting Social Good: Tools and Tips for Outreach to Nonp...TechSoup
Libraries should be engaged with their local social sector community. The social sector includes nonprofits, as well as grantmaking organizations and business enterprises with an explicit social purpose.
This free webinar offers practical guidance on the best tools, training resources, and marketing tactics your library can use engage the social sector in your community. Examples of how librarians have implemented these tools and tactics in their libraries are shared.
Webinar: What Microsoft's Cloud Services Can Do For Your Nonprofit-2016-10-27 TechSoup
Get to know Microsoft's full suite of donated and discounted cloud solutions for nonprofits, including Office 365, Microsoft Azure, Power BI, and more. Tech Impact's Linda Widdop discusses the benefits of cloud adoption for nonprofits. This 60-minute webinar will help you understand the different options, features of cloud solutions.
Webinar- Computer and Tech Hardware for Nonprofits and Libraries 2017-04-13TechSoup
From computers, to tablets, mobile phones, and routers, your nonprofit needs functional technology to work effectively and achieve your mission.
Join TechSoup's Gayle Samuelson Carpentier and some of our donor and discount partners to learn about the many donated and discounted options available to eligible nonprofits, public libraries, and religious organizations through TechSoup. We discuss the range of new and refurbished desktop, laptop, and tablet computers; as well as mobile phones, projectors and other A/V equipment, and networking gear.
Free Webinar - Disaster Prep and Recovery for Nonprofits and Libraries - 2017...TechSoup
Visit http://www.techsoup.org for donated technology for nonprofits and public libraries!
Spring is a good time to take stock and make sure your organization is prepared to remain resilient and keep the doors open to serve your community - whether you face a natural disaster or a simple server failure.
During this free webinar with IT and disaster preparedness expert Lars Eric Holm, learn basic things you can do TODAY to help your nonprofit or library be better prepared ahead of a disaster and bounce back quicker after one strikes.
Key Takeaways:
-- Leverage mobile technologies to prepare and respond to emergencies
-- Get the scoop on best practices for backup technologies
-- Useful apps to help you respond, assist those in your community, and recover quickly
-- And more!
Where's Jarvis? The future of Voice Recognition and Natural Language User Int...UXPA International
Siri, Cortana, Alexa - voice recognition is going mainstream. What does this technology mean for your business? How does speech fit with the internet of things, with virtual agents, or in the enterprise space? Crispin Reedy, a voice interaction designer with over 10 years of experience, and the president of the Association for Voice Interaction Design, will review the current state of speech recognition and natural language technologies, discuss how they fit in the emerging landscape of distributed devices, and discuss techniques and methods to evaluate these interfaces.
Webinar - Maximize Your Technology Donations Through TechSoup - 2017-03-28TechSoup
Visit http://www.techsoup.org for donated tech for nonprofits, libraries, and churches!
Get the most out of TechSoup's variety of product donation programs and get the ins and outs of the learning resources to help you optimize technology for your organization.
During this 30-minute tour and 30-minute Q&A session, we will highlight the ways you can make the most of the donation and discount programs for hardware, software, cloud applications, and services available to you. We'll also show you a peak at the wide array of resources to help you learn more about technology - from meetups to courses.
Tech Impact's Sam Chenkin discusses Microsoft's newest edition of Azure in this 60-minute webinar. Microsoft Azure features an integrated suite of cloud services – analytics, computing, web and mobile apps, networking, storage, and more.
Better yet, Microsoft is offering $5,000 in Azure credits to eligible organizations. Learn what it can do for your organization and how to access Microsoft's Azure donation.
Webinar - Should You Contract Out Your Nonprofit's Tech? IT Assist and Manage...TechSoup
Visit http://www.techsoup.org for donated technology for nonprofits and libraries.
If your nonprofit or library has a small (or non-existant) paid staff and managing your technology is a burden, have you been considering managed IT services or contracting out maintenance? Maybe you already do have some managed IT services, but want to understand whether you're getting the most from the relationship out of your limited resources.
Hear TechSoup's Cameron Jones and Tech Impact's Linda Widdop talk about what managed IT services are; when your nonprofit, church, or public library may want to engage in them; and how to best evaluate offers that are out there, including TechSoup's IT Assist program.
They'll cover:
Defining what "managed IT services" means
-- How different offers may be structured, so you know what to look for and what questions to ask when evaluating a contract or managed services offer
-- Ways to bring your IT costs down - including migrating servers to the cloud, VoIP solutions, and more
-- An introduction to IT Assist, TechSoup's low-cost managed IT program for nonprofits and libraries
Check my presentation about challenges we're facing with voice and how to successfully getting started. Also viewable online: https://pasteapp.com/p/ANdFfwH2si9
Webinar - Compliance with the Microsoft Cloud- 2017-04-19TechSoup
Everyone throws around the word compliance but how do you actually achieve that? In this free, 60-minute webinar Sam Chenkin from Tech Impact discusses achievable goals for the nonprofit community to keep their data safe with the Microsoft Cloud. We explore account security like two-factor authentication, data security like encryption, and how to make sure only compliant devices can access your data.
Managing Fraud and Compliance in HealthcareMike Wons
Technology brings additional resources to the fingertips of nurses and homecare professionals at the frontline to support their clinical decision-making and contribute to improved client outcomes. With day to day changing patient needs, there is increasing evidence that technology and applications will transform the industry and facilitate faster and better communications, prevent fraud, and proactively manage compliance requirements.
Presentation from California Homecare Association 2013 Annual event. Technology brings additional resources to the fingertips of nurses and homecare professionals at the frontline to support their clinical decision-making and contribute to improved client outcomes. With day to day changing patient needs, there is increasing evidence that technology and applications will transform the industry and facilitate faster and better communications, prevent fraud, and proactively manage compliance requirements.
We are the leading digital transformation, App development,Legacy transformation,Cots customization,Qa,Maintenance support and Rpa services provider in USA. Whether it is re-engineering the product with the best UI/UX practices or bringing in AI-powered automation to the operations, we make the digital journey hassle-free.
Api and fly! CPaaS Enablement: Combining Apps, Networks, and APIstelestax
Cloud-based Communications Platform-as-a-Service (CPaaS) technology is helping enterprises consume carrier resources in totally new ways through programmable interfaces. Through CPaaS, Enterprises can add real-time voice, video, and messaging into their own applications and systems without taking on a hefty infrastructure build. They can often reduce costs by selecting resources and features from self-service portals that offer instant provisioning and allow unprecedented integration and customization.
TADSummit Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B eco...Alan Quayle
Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B ecosystem with Applications and Networks using APIs
Kevin Nethercott, VP Business Development at TeleStax
We are now in the midst of a major industry transition as communication becomes a feature built into a wide range of apps, experiences, and services, rather than simply a product unto itself. With key enterprise customers increasingly seeing new CPaaS (Communications Platform as a Service) companies as a means to more efficiently consume carrier resources, while enabling innovation - traditional carriers and service providers are keen to add API driven solutions to their own portfolios. Faced with the choice of buy, build, or partner, one of the strategic trends is the emergence of marketplaces where carrier service providers and app developers can join forces to deliver exciting solutions for customers. Will CPaaS put even more competitive pressures on service providers, or give them new ways to compete, collaborate, and innovate?
This presentation will discuss
* What key problems CPaaS solves for service providers
* What are the technical skills CPaaS demands
* Why a marketplace for CPaaS enables innovation
* How to successfully embrace the CPaaS opportunity and thrive
Case Study: Voice Verification by Mobile Operator Aveaderektop
Avea, a leading GSM operator in Turkey with a customer base of 12.8 million, has implemented a call center voice verification system registering more than one million vocal passwords in the first year.
Helping Service Providers to Empower, Engage, ExciteDialogic Inc.
A presentation by Tom Schroer at the London Application 2 Innovation (A2I) Summit, collocated with TechXLR8, on how service providers can empower, engage, and excite customers. The presentation covers:
- Overview of market realities
- New ways to engage with customers
- Integrating voice, video, messaging, and the web into applications
- Combining AI and real-time communications to enhance user experience
- Enabling the intelligent Internet of Things with real-time communications
Free Webinar - Disaster Prep and Recovery for Nonprofits and Libraries - 2017...TechSoup
Visit http://www.techsoup.org for donated technology for nonprofits and public libraries!
Spring is a good time to take stock and make sure your organization is prepared to remain resilient and keep the doors open to serve your community - whether you face a natural disaster or a simple server failure.
During this free webinar with IT and disaster preparedness expert Lars Eric Holm, learn basic things you can do TODAY to help your nonprofit or library be better prepared ahead of a disaster and bounce back quicker after one strikes.
Key Takeaways:
-- Leverage mobile technologies to prepare and respond to emergencies
-- Get the scoop on best practices for backup technologies
-- Useful apps to help you respond, assist those in your community, and recover quickly
-- And more!
Where's Jarvis? The future of Voice Recognition and Natural Language User Int...UXPA International
Siri, Cortana, Alexa - voice recognition is going mainstream. What does this technology mean for your business? How does speech fit with the internet of things, with virtual agents, or in the enterprise space? Crispin Reedy, a voice interaction designer with over 10 years of experience, and the president of the Association for Voice Interaction Design, will review the current state of speech recognition and natural language technologies, discuss how they fit in the emerging landscape of distributed devices, and discuss techniques and methods to evaluate these interfaces.
Webinar - Maximize Your Technology Donations Through TechSoup - 2017-03-28TechSoup
Visit http://www.techsoup.org for donated tech for nonprofits, libraries, and churches!
Get the most out of TechSoup's variety of product donation programs and get the ins and outs of the learning resources to help you optimize technology for your organization.
During this 30-minute tour and 30-minute Q&A session, we will highlight the ways you can make the most of the donation and discount programs for hardware, software, cloud applications, and services available to you. We'll also show you a peak at the wide array of resources to help you learn more about technology - from meetups to courses.
Tech Impact's Sam Chenkin discusses Microsoft's newest edition of Azure in this 60-minute webinar. Microsoft Azure features an integrated suite of cloud services – analytics, computing, web and mobile apps, networking, storage, and more.
Better yet, Microsoft is offering $5,000 in Azure credits to eligible organizations. Learn what it can do for your organization and how to access Microsoft's Azure donation.
Webinar - Should You Contract Out Your Nonprofit's Tech? IT Assist and Manage...TechSoup
Visit http://www.techsoup.org for donated technology for nonprofits and libraries.
If your nonprofit or library has a small (or non-existant) paid staff and managing your technology is a burden, have you been considering managed IT services or contracting out maintenance? Maybe you already do have some managed IT services, but want to understand whether you're getting the most from the relationship out of your limited resources.
Hear TechSoup's Cameron Jones and Tech Impact's Linda Widdop talk about what managed IT services are; when your nonprofit, church, or public library may want to engage in them; and how to best evaluate offers that are out there, including TechSoup's IT Assist program.
They'll cover:
Defining what "managed IT services" means
-- How different offers may be structured, so you know what to look for and what questions to ask when evaluating a contract or managed services offer
-- Ways to bring your IT costs down - including migrating servers to the cloud, VoIP solutions, and more
-- An introduction to IT Assist, TechSoup's low-cost managed IT program for nonprofits and libraries
Check my presentation about challenges we're facing with voice and how to successfully getting started. Also viewable online: https://pasteapp.com/p/ANdFfwH2si9
Webinar - Compliance with the Microsoft Cloud- 2017-04-19TechSoup
Everyone throws around the word compliance but how do you actually achieve that? In this free, 60-minute webinar Sam Chenkin from Tech Impact discusses achievable goals for the nonprofit community to keep their data safe with the Microsoft Cloud. We explore account security like two-factor authentication, data security like encryption, and how to make sure only compliant devices can access your data.
Managing Fraud and Compliance in HealthcareMike Wons
Technology brings additional resources to the fingertips of nurses and homecare professionals at the frontline to support their clinical decision-making and contribute to improved client outcomes. With day to day changing patient needs, there is increasing evidence that technology and applications will transform the industry and facilitate faster and better communications, prevent fraud, and proactively manage compliance requirements.
Presentation from California Homecare Association 2013 Annual event. Technology brings additional resources to the fingertips of nurses and homecare professionals at the frontline to support their clinical decision-making and contribute to improved client outcomes. With day to day changing patient needs, there is increasing evidence that technology and applications will transform the industry and facilitate faster and better communications, prevent fraud, and proactively manage compliance requirements.
We are the leading digital transformation, App development,Legacy transformation,Cots customization,Qa,Maintenance support and Rpa services provider in USA. Whether it is re-engineering the product with the best UI/UX practices or bringing in AI-powered automation to the operations, we make the digital journey hassle-free.
Api and fly! CPaaS Enablement: Combining Apps, Networks, and APIstelestax
Cloud-based Communications Platform-as-a-Service (CPaaS) technology is helping enterprises consume carrier resources in totally new ways through programmable interfaces. Through CPaaS, Enterprises can add real-time voice, video, and messaging into their own applications and systems without taking on a hefty infrastructure build. They can often reduce costs by selecting resources and features from self-service portals that offer instant provisioning and allow unprecedented integration and customization.
TADSummit Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B eco...Alan Quayle
Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B ecosystem with Applications and Networks using APIs
Kevin Nethercott, VP Business Development at TeleStax
We are now in the midst of a major industry transition as communication becomes a feature built into a wide range of apps, experiences, and services, rather than simply a product unto itself. With key enterprise customers increasingly seeing new CPaaS (Communications Platform as a Service) companies as a means to more efficiently consume carrier resources, while enabling innovation - traditional carriers and service providers are keen to add API driven solutions to their own portfolios. Faced with the choice of buy, build, or partner, one of the strategic trends is the emergence of marketplaces where carrier service providers and app developers can join forces to deliver exciting solutions for customers. Will CPaaS put even more competitive pressures on service providers, or give them new ways to compete, collaborate, and innovate?
This presentation will discuss
* What key problems CPaaS solves for service providers
* What are the technical skills CPaaS demands
* Why a marketplace for CPaaS enables innovation
* How to successfully embrace the CPaaS opportunity and thrive
Case Study: Voice Verification by Mobile Operator Aveaderektop
Avea, a leading GSM operator in Turkey with a customer base of 12.8 million, has implemented a call center voice verification system registering more than one million vocal passwords in the first year.
Helping Service Providers to Empower, Engage, ExciteDialogic Inc.
A presentation by Tom Schroer at the London Application 2 Innovation (A2I) Summit, collocated with TechXLR8, on how service providers can empower, engage, and excite customers. The presentation covers:
- Overview of market realities
- New ways to engage with customers
- Integrating voice, video, messaging, and the web into applications
- Combining AI and real-time communications to enhance user experience
- Enabling the intelligent Internet of Things with real-time communications
A Company that offers a wide range of services under one roof.
Promoted by entrepreneurs with impeccable track record, the company is led by a management team with more than 30 years of exposure in all aspects of the functioning of BPO services. This experience results in sheer quality of business process outsourcing BPO services differentiating us from other companies. Quality is the constant parameter of our BPO services.
EMEA Edison™ Accelerator Application Support WebinarWayra UK
The EMEA Edison™ Accelerator is a start-up and scale-up acceleration & healthcare provider collaboration programme designed by GE Healthcare in partnership with Wayra UK. It brings together healthcare providers, start-ups and scale-ups who want to leverage the GE Healthcare environment and mentoring to enhance their value proposition.
Speakers' slides at the Wessex MedTech Event 2018 titled: Supporting Innovation in Medical Technology Enterprises.
Hosted by the Wessex AHSN and NIHR CRN Wessex, in partnership with the NIHR SME roadshow.
Designing and delivering as a team isn’t always easy. Sometimes teams get crosswise with each other, clients get suspicious, deliverables get dropped, and things just aren’t going your way. This session will explore core characteristics of successful teams, how to cope when things get bad, and ways to reset the environment (even if you’re not the leader!)
Top 10 Tips for Making Complicated Things SimpleCrispin Reedy
Are you trying to explain a technical concept to a non-technical team? Maybe you’re teaching design concepts to a demanding or distracted business unit. Or perhaps you’re pushing a picky executive to incorporate more user experience initiatives. This talk will give you ten takeaways you can use in meetings and presentations in order to be a more effective advocate and leader in your team, regardless of your role.
Going Solo: Design and Productivity Techniques for the Team of OneCrispin Reedy
What happens when you’re the only designer around? You might find yourself working for yourself, working remotely, or maybe you’re simply the only designer on your team. Being “a team of one” has its own unique challenges. In this session we’ll explore techniques for self-motivation, creativity, and organization, as well as discuss methods you can use when relating to your client, team or larger organization. Learn how to keep your energy lively and your productivity up – even if you’re still in your bathrobe!
SpeechTEK University Outtakes 2014: Zero Out StrategiesCrispin Reedy
"Outtakes" from SpeechTEK University (2014): The right zero out strategy for your IVR. Hear the audio on You Tube here: https://youtu.be/gwT3gLLxug0 (or after Slide 1 in the presentation)
2013 Speech TEK - Alphanumeric Recognition DiscussionCrispin Reedy
This morning's discussion on Alphanumeric Reco was great. Here are the slides for anyone who is interested. Thanks to all for sharing their experiences!
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
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- Resources
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
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.
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
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
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
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
Editor's Notes
At the most basic level, Visual IVR turns your IVR into a digital channel and instead of listening to audio options, the user can see the options and interact through a rich digital interface.
However, it’s not just about making your IVR Visual. They can have a rich self-service experience and reach out to an agent with full continuity. More importantly, it’s about taking your voice callers and putting them into the digital channel. And because they’re in the digital channel, now you can merge all your digital assets into one convenient interface. For example…[next slide]
Point 1: Can reuse your VXML/existing IVR for a quick implementation.
Point 2: Can use the graphical designer to build new, enhanced flows
Which can utilize your systems of record (CRM, billing etc) to surface more data and improve self-service through our transactional capabilities.
As we mentioned you can bring in digital assets such as our Intelligent Assistant and NLP
And we can use our or your context store to keep the interaction history
All conveniently managed by a management console to approve interactions, revert, access reporting and more.
Clinica’s TeleHealth coaching needs? Switch slides 6 and 7?
Can’t put phone on top of left-side phone and keep it stable – this one is fine and shows another graphic that is useful for health coaching.