choice view pitch
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TRANSCRIPT
Theresa Szczurek, co-founder and CEO
www.RadishSystems.com
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Calls/day in USA
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Calls / day in USA go to businesses
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88% of users express dislike of
IVRs (Amplicate)
Interactive Voice Response (IVR) Causes PAIN
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SITUATION:
Firms lose 63% of customers who have bad contact center experience. (Source: Purdue University and Harris Interactive)
Mobile Users Are Even More Frustrated.
PROBLEM: Companies struggle to provide mobile customer support that increases
customer satisfaction.
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Big Business Problem
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Solution: Leverage multi-media power in smart mobile devices to transform mobile sales and service
How: Share visual content in-call with:
ANY network, ANY phone, MANY mobile display devices*
Solution
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Visual Voice Response
Voice and Textwith
Visual NavigationVisual Response
Visual Collaboration
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7 Information of Radish Systems. All rights reserved. (www.RadishSystems.com) © 2009-20137
Use: Nurses coach diabetic patients
• Form Sent to Patient
• Patient Enters Glucose Readings
• Nurse Coaches based on Readings
Visual Live Assistance
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See It and Hear It!
See Demo Videos at:http://www.radishsystems.com
See other videos at: http://www.youtube.com/user/radishsystems
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Proven Team -- industry leaders in Mobile and Call Center space, with Bell Labs heritage.
Sold previous voice/data business for >$40M in 1996, returned 3x to investors, worked with marquee customers:
Radish ChoiceView offering won 5 innovation awards
Deploying ChoiceView now with one of the top health insurance companies and other call centers
About Radish
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Proven Team
Dr. Theresa M. Szczurek – Co-founder/CEOBell Labs heritage, AT&T Product ManagementRadish 1.0 co-founder / CPO, Certified Management Consultant (CMC®)
Dr. Richard A. (Dick) Davis – Co-founder/CTOBell Labs heritageRadish 1.0 co-founder / CTO
Tom Colamonico – Vice President Strategic Accounts23 years Silicon Valley sales and marketingHead of Sales for Symantec, Borland, PC Doctor
Kim Koeller – Sr. Director of Customer Experience 25 years as International Management ConsultantCall Center practice head at Accenture and Horizon International
Learn more about the team at: http://www.radishsystems.com/company/leadership/
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Julian Farrior, CEO, BackFlip Studios (top mobile game firm)
Jeff Powers, founder, Occipital (TechStars graduate; creator of best-selling RedLaser and 360 Panarama mobile apps)
Janet Eden-Harris, SVP, MarketForce (former CEO of Umbria which was sold to J.D. Powers; SVP at IRI, i2, Aspect Development, and CADIS)
John Elms, President of Connexall USA (former CEO of SpectraLinkwhich worked with Alcatel, Avaya, Nortel, and Siemens)
Margaret “Meg” Hansson, founder of 8 start-ups including Gerry Baby Products (charter member Committee 200, Lifetime Esprit Entrepreneur winner)
James H. (Hal) Higby, former Group President of MediMedia, a leading provider of health and wellness information
Bob Baskerville, former President of International for Togewa Holding, a mobile phone services business located in Bern, Switzerland
See other advisors at http://www.radishsystems.com/company/advisors/
Experienced Advisors
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Selected Current Investors
founder and former CEO of telecom supply firm
university administrator and professor of Computer Science
medical doctor and industry analyst
airline pilot and telecom engineer
CEO of environmental communications firm and founder of award-winning children’s environmental TV show
Former CIO of large computer company
CEO of an investment advisory firm
Radish founders and 14+ others…
Accelerator Affiliations
Astia, Springboard Enterprises, Innovation Pavilion (Plug and Play in Colorado), and Scaler
Investors and Affiliations
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13Information of Radish Systems. All rights reserved. (www.RadishSystems.com) © 2009-2013
Business Model
Live Agent, Visual IVR API, and “Click to Talk & View”Per seat/port, minute, or transaction
E.g., Medium (78 port) enterprise license $181K/year with a possible 2 to 6 month payback
Mobile App (free)iTunes Apple App Store and Android Market
Mobile App -- Software Developers Kit (SDK)Small upfront fee
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Next-generation integrated voice/data services TODAY –
Data session is seamlessly joined to phone call
Full solution available now and in use
Interoperable and compatible with current/evolving infrastructure
Works with a great variety of mobile endpoints
Strong intellectual property (IP)
Why ChoiceView?
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ChoiceView equipped Agents
Smart Device Users
ACD
ChoiceView
How it Works
Voice via PSTN or VoIP
Data via Internet
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IVR with ChoiceView
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GAIN to End Users
Solve problems faster
Improved satisfaction
6x better comprehension
GAIN to Businesses
Lower operating costs/call
Reduce wait / call time
Improve first call resolution
Customer retention
Higher revenues/call
GAIN from ChoiceView
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The world has gone mobile
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ChoiceView™ Addresses Key Mobile and Self-Service Interaction Methods
Source:1. Yankee Group 2012 research
Preferred Interaction Methods for Customer Support
49%
45%
4%
9%
6%
6%
10%
17%
30%
36%
40%
ChoiceView™ capabilities address 8 of 11 preferred interaction methods for
customer support in North America
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Our Opportunity
Source: American Express 2012 Consumer Barometer Report
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Consumer’s Preferred Channel for Customer Service
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• $125B will be spent globally on Call Centers, IVRs, and BPO by 2016 ($60B Domestically)
• Radish Total Addressable Market $2B (USA) with focus on businesses seeking to improve mobile customer support
Our Opportunity:
Consumers want improved self-service for simple inquiries. (ChoiceView improves web, mobile, and IVR self-service)
Consumers prefer a ‘real person’ on the phone for more complex and difficult customer service inquiries (ChoiceView improves live assistance with a real person)
BIG Market
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Over 15 businesses have deployed or are testing including one of the largest health insurance company, which has over 12,000 call center agents serving more than 20M members
Product of the Year Award from Customer Interaction Solutions® and 4 other innovation awards
Go-to-market: direct, 9 resellers, 19 referral agents, and 2 OEMs.
Pipeline building
Industry Recognition“Radish has introduced one of the most innovative
offerings I have seen in the last five years in the Call Center industry.”
Rich Tehrani, CEO, Technology Marketing Corporation
“Radish ChoiceView™ fits well with the trend to mobile self-care. You don’t see a lot of this approach amongst other companies.”Chris Marsh, Sr Analyst, Enterprise Mobility, Yankee Group
Industry Recognition“Radish has introduced one of the most innovative
offerings I have seen in the last five years in the Call Center industry.”
Rich Tehrani, CEO, Technology Marketing Corporation
“Radish ChoiceView™ fits well with the trend to mobile self-care. You don’t see a lot of this approach amongst other companies.”Chris Marsh, Sr Analyst, Enterprise Mobility, Yankee Group
Market Response
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Major AlliancesMobile App / Platform Developers
Call Center / IVR VARs
Outsourced Contact Centers
RecurringRevenue
Direct Customers: Inside Sales via Outbound/Inbound Marketing and Referral Agents
Mobile Commerce
Technical / Field Support
Go-To-Market Strategy
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OEMsCall Centers & IVRs
Carriers
Mobile OS / Handset
CRM / E-Commerce
Visual IVR
Patient / Customer Support
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Healthcare and Insurance
Wireless, Telecom, Cable
Retail
Hospitality
Financial and Other Services
Vertical Markets
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One TOP Health InsuranceCompany’s ChoiceView Deployment
Initial Live Agent Paid Pilot for Service under Contract
Explanation of Benefits
Send Health Insurance Card
Find a Doctor
Pilot Seats in Pilots
Seats in Commercial Deployment
Live Agent for Service 100 (under contract) 1,400
Visual IVR 100 (in discussions) 1,400
Medical Management 100 (in discussions) 1,400
Total Seats 4,200 (projected)
Estimated Total Annual Revenue $4.5 M (not discounted)
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Innovative Capabilities
Voice with Visuals
Integrated Solution
Contact Center, IVR & Voice
Portal Solutions
Co-Browsing / Remote Control / Meeting Solutions
Video Telephony Solutions
(selective int’l only)
VoIP Telephony Solutions
Instant Visual Sharing
(common digital formats)
x x x x
Visual Voice Response x x
Contact Center Integration
(enhanced call id, screen pop, data
reconnect)
x x X
Software Developer Kit for
Integrated Voice/Data in Mobile Apps
x
Integrated with ANY Existing
Phone Networksx x X
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No Other Fully Integrated Solution works with Any Network, Any Phone
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Capabilities
Radish Systems True Visual + Voice
Integration
Browser-Based Solutions
Fonolo, Interactive Intelligence, Jacada
Partial Visual + Voice Integration
AT&T Labs with Genesys
Visual Sharing In Voice Calls • •
Works With All Phone Call Methods • •
Live Agents Continue “Voice with Visuals”
Communications •
True Single Call Integration •
No:1.Browse one web-based navigation tree2.The solution provider calls a company3.The company calls the customer
No:1.One call to a company2.One hyperlinked text sent to a customer
So What Is It? Visual IVR Click to call functionalityA URL link is sent via SMS
during a callInformation of Radish Systems. All rights reserved. (www.RadishSystems.com) © 2009-2013
True Visual IVR = Visuals + Voice
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$000’s 2012 2013 2014 2015 2016 2017Contract Rev. 27 501 4,056 15,745 47,596 113,077GAAP Revenue 27 117 1,599 8,732 30,078 80,336Gross Profit 27 111 1,423 7,771 26,469 69,893OPEX 452 512 2,533 7,424 17,984 41,416Operating Inc. (425) (401) (1,110) 348 8,485 28,477EBITDA %
(425) (396) (1,072) 4836%
8,77229%
28,99736%
Headcount 13 19 60 110 250Avg. #Licensed Seats 101 687 5,883 26,147 97,478 407, 692
Financial Projections
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RoadmapPlanned Accomplishments from Use of New Funds:
1 marquee customer and 3 proven use case deployments
Sales formula for Visual IVR and mobile customer support generates $500K contract revenue
Online lead generation and self-service website
2 partners that could buy Radish at profitable exit
Product enhancements: Visual IVR tools, Android SDK, CRM APIs
Planned Exit:
Acquisition (Salesforce, Cisco, Google, Microsoft, Apple, AT&T, Verizon, Nuance, Oracle, etc.)
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29Information of Radish Systems. All rights reserved. (www.RadishSystems.com) © 2009-2013
Why Invest in Radish?
BIG Opportunity: Radish will own integrated Voice/Data mobile part of $60B USA market
Core Team: Executed Successful $40M Exit in This Space
Disruptive Technology with Strong IP: Resolves Real Pain, Easily Transforms into Visual Communications
Full Product in Market Now: Increasing Sales
ROI: SEEing and HEARing Info Pays Back in <2 months for businesses; Investors could see 13.5x in under 5 years
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Let’s Talk and Get You Involved
“Wow, now I seewhat you’re talking about!”
Dr. Theresa Szczurek, co-founder and CEOwww.RadishSystems.com
[email protected]; 720-440-7560@TheresaSzczurek, @RadishSystems