improve ivr and contact center phone & chat calls using ... · •winning team – bell labs...

Improve IVR and Contact Center

Phone & Chat Calls using

“Voice with Visuals”

Dr. Theresa Szczurek, Co-Founder and CEO,

RADISH SYSTEMS

CONFIDENTIAL | © 2016 Radish Systems. All rights reserved.

• Winning Team – Bell Labs telephony leaders • Innovators of visual solutions since 1990 • Radish ChoiceView in market/won 8+ awards since 2011

• Partners – many resellers, OEMs, and system integrators

• Patented – HIPAA-complaint product suite

and developer tools

Experts in Multimodal

‘Voice with Visuals’ Communications


Why Radish Systems ?

Information of Radish Systems. All rights reserved. (www.RadishSystems.com) © 2009-15 2

Telephone Calls Provide Value, yet there are Challenges

CONFIDENTIAL | © 2016 Radish Systems. All rights reserved

*Meta Study Summary: Nurse Telephone Triage Effect on ER Utilization (2011, Hertz and Schmitt)

Sara, diabetic patient, calls in


For Example….

Listens to LONG

automated system. Finally,

transfers to an attendant


Interactive Voice Response (IVR) Causes PAIN

79% of users will try to avoid doing business with a

company with a bad IVR (Interactions)


• Improve customer experience (CX)

• Increase efficiency of the IVR

• Improve first call resolution rate

• Improve productivity

How to Solve the Pain?


CX Important for Millennials

Born 1980 - 2000

• Largest group and growing • Tech savvy


For Elderly / Hearing Impaired

35-40% (over 65) suffer from hearing loss*

* William Demant: http://files.shareholder.com/downloads/ABEA-4C7PH1/0x0x671887/cb72e485-ebc6-4c72-b4c7-428388a8ee13/CMD_2013_Trends_and_directions_in_the_hearing_healthcare_market.pdf


For Diverse Language Speakers

100s of languages, 1000s of accents


Callers are Mobile and Use Internet

Expect

a multimedia experience!

> 77% of USA mobile owners have smartphones and increasing. 187.5 million people in the U.S. owned smartphones (77 percent mobile market penetration) during the three months ending in March 2015 (Comscore.com). Penetration rate in other countries vary and are still high and rising.

87% of USA adults have access to Internet browsers and increasing (http://www.internetlivestats.com/internet-users/ )


How to make calls better?


What is ChoiceView?

Solution: Add Visuals to Voice! “

Share visual content in real-time during voice and chat calls

For ALL callers, including smartphone and browser users


For example,

“Voice with Visuals” Automated Agent

ChoiceView True Visual IVR

• Sara sees and hears options • Selects “Patient & Staff Directory"


ChoiceView Visual IVR

• Sara sees Visual Directory and selects “Diabetes”


• IVR sends “Contact Information" form • Sara fills in form and submits it

ChoiceView Visual IVR


16

• Diabetes

specialist answers call

• Specialist sends form

• Sara enters glucose readings

• Specialist coaches per readings

ChoiceView Live Agent


• Specialist sends visual directions

• Sara saves directions

ChoiceView Live Agent


“Wow, now I SEE

what you’re talking about!”™


See and Hear Healthcare Demo Videos

http://www.radishsystems.com/videos/radish_healthcare_ivr.mp4 http://www.radishsystems.com/solutions/healthcare-solutions/


http://www.radishsystems.com/videos/radish_healthcare_ivr.mp4

http://www.radishsystems.com/solutions/healthcare-solutions/

Benefits to Callers • 6x better comprehension* • Solve problems faster • Improved satisfaction /

health

*BrainRules (rev. 2014) by Dr. John Medina

Benefits to Healthcare • Improved patient health • Improved patient care /

access • Lower operating costs

WHY “Voice with Visuals” ?


ChoiceView -- Unique “Voice with Visuals” Solution

• Data session is joined to

ANY call • Transport only (no PHI

stored) • Easy integration with

existing infrastructure (self service and live)

• Caller uses web app or your mobile app


• Easy, tappable visual menus • Easy-to-submit visual content • Easy-to-understand visual responses • Easy transfer to website • Easy transfer to live agents for visual collaboration

ChoiceView Automated Agent

True Visual IVR


Delivers True Visual Requirements

Call from any phone, any network Launch from call, mobile app, or website Secure, fully encrypted transactions Sends user context to live agents Upgrade IVRs via script change only No new hardware or source code

See www.TrueVisualIVR.com

. CONFIDENTIAL | © 2016 Radish Systems. All rights reserved.

100%

of participants will use

ChoiceView again

Payor Use Cases: Explanation of Benefits & Nurse Advising


Provider Clinical Use Case: Health Coaching of Diabetics

Early Results: • “A ‘voice with visuals’

ChoiceView call is very helpful! It increases understanding.”


Healthcare Social Impact

• Access to Care. – remote patient access to care by providing a collaborative telehealth session whereby visual

information is shared while talking or texting. Patients gain understanding and access without the need to go on-premises.

• Patient Experiences. – A large pilot showed 100% of patients will use ChoiceView again and find value from ‘voice

with visuals’; 95% had improved understanding. When more calls are handled in Visual IVR, there will be reduced caller wait times & pain.

• Provider Experience. – A large pilot showed 100% of nurses are satisfied, will use ChoiceView again, find value from

‘voice with visuals’ sharing. Use is expected to allow providers an easier and faster way to complete more transactions.

• Population Health Outcomes. – Clinical studies are underway now to verify the impact of ChoiceView on medication

adherence and regimen compliance. Pilot HC providers expect improved health outcomes. • Reduced Overall Healthcare Costs.

– Clinical studies are underway now to verify the impact on average call handling time, first-call resolution rate, number of office visits, emergency room visits, hospital readmissions, and more. Reduced costs is expected.


Value Proposition – Triple Aim


Value to Healthcare firms and their callers. Value to YOU as differentiator who offers Value-Add!

Major Resellers Mobile App / Platform

Developers

Call Center / IVR VARs

Outsourced Contact Centers

Recurring Revenue

Direct Customers: Online Self-Serve with Inside Sales via Inbound Marketing, Developer Relations, & Referral Agents

Patient Care / Customer Care, Mobile Commerce, true Visual IVR, Tech Support, Field Support

Channel Go-To-Market Strategy

28 CONFIDENTIAL | © 2016 Radish Systems, LLC. All rights reserved.

OEMs Call Centers & IVRs

Carriers

Mobile OS / Handset

CRM / E-Commerce

Why

“Voice with Visuals” Telephone & Chat

Calls with Radish?

• Improve Triple Aim • Address TOP challenges • Wide-reach, low-risk approach • Continuity of existing offering • Patented, HIPAA-compliant,

awarded product


Choose Radish ChoiceView!

720-440-7560 (corporate) [email protected]

Theresa Szczurek (303-443-8674) @RadishSystems


mailto:[email protected]

improve ivr and contact center phone & chat calls using ... · •winning team – bell labs...

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