Learn how to design and build multimodal applications, including the principles of multimodal design, and how to maximize the usability of multimodal applications for a variety of different users. The emphasis is on mobile applications that combine speech and graphics, but other input modalities such as pen or stylus and sensors are also discussed. Major design issues are examined, including the components of a multimodal application, maintaining consistency between the voice and graphical parts of a multimodal application, pros and cons of avatars, initiating voice input, when to use audio output and other types of feedback, accommodating different types of users, available platforms and development tools. We walk attendees through a development process with a current development platform, discuss standards for multimodal development, and evaluate the various types of testing and evaluation, including focus groups and field-testing.

Presented by: James A. Larson

Jump-start your knowledge in the field of voice user interface design. This session is designed to quickly get those new to VUI design up-to-speed to make the most of the Voice Interaction Design track. This tutorial will illustrate why VUI design is the make-or-break factor for speech applications and how to make smart design decisions from Day 1. Learn how to encourage customers to accept and use speech automation by focusing on the perceptions and reactions of end users throughout the design process. This tutorial will cover the basics in VUI design — the current and future state of technology (including multimodality); speech project methodology; design principles; rules for efficient, no-nonsense call flows; and evaluation techniques — so you can learn what works and what real customers think.

Presented by: Jenni McKienzie

Ria Farrell Schalnat provides a general overview of the steps necessary in securing speech-technology-related patents. She also shares common pitfalls, tools for dealing with speech patents, and pending and resolved litigations in speech.

Presented by: Ria Schalnat

A mashup is the combination of two or more services, typically through lightweight application programming interfaces (APIs). How can you create voice or speech-driven mashups that access various online services? What platforms are out there to help create voice/speech mashups? What web services can you include in a mashup? How can you combine voice with chat, SMS, mobile web, and more to deliver information to your callers in new and interesting ways?

Presented by: Dan York

How do speaker biometrics work? Is speaker biometrics reliable? Can a tape recorder fool a speaker verification system? Can a professional mimic fool these systems? How do speaker biometrics compare with other biometrics? Where is speaker biometrics being used and why? Bring your own questions and answers and participate in what is expected to be an informative and intriguing discussion.

Presented by: Judith Markowitz

Come and discuss why organizations hire consultants rather than outsource an activity or assign the activity in-house, as well as different types of consultants, what a consultant can do for your organization, consulting fees, and how to pick the best match for your organization. What is an independent consultant, and what does he bring to the table? Where do you look for a consultant that matches your goals?

Presented by: Richard L Hathaway

The internet, mobile devices, and social media are having such a profound effect on the way people acquire and share information that it’s changing the course of history. From the latest U.S. presidential and congressional shifts to political unrest in the Middle East, an inescapable truth has emerged: People want to be heard and they want the governments and organizations that serve them to respond to their needs. Failing to do so, as recent events have shown, can inspire a severe backlash that threatens a change in leadership and government stability. Drawing on his extensive political experience and acumen, David Gergen will explain why this is happening and how businesses can avoid the mistakes of government leaders.

Presented by: David Gergen

In our multichannel age, in which customers can choose to communicate with your organization via websites, social media applications, and mobile applications, is the phone call still vital in customer contact? Join this panel for a discussion of the role of the phone call today as a part of your organization’s overall customer communication strategy.

Presented by: Vicki Broman, Bill Brown, Rob Marchand, Grant Shirk, Jonathan Bloom

Presented by: Jenni McKienzie

Customer Perspectives on Cross-Channel Experiences

Are customers concerned when an enterprise shares information about their recent behavior as they cross channels of interaction? How much information sharing is enough, and how much is too much? This session presents the results of a study that reveals the perspectives of both real customers and contact center representatives. The results will surprise you! Plus, the presenter shares usability best practices regarding cross-channel interactions.

Presented by: Lizanne Kaiser

One Size Doesn’t Fit All: Different Channels for Different Need

While automated phone support remains an important link in customer conversations, a recent survey, conducted by Vocalabs on behalf of Nuance Communications, showed that enterprises need to implement a multichannel approach (through IVR, chat, social media, email, and web self-service) to keep up with the ever-changing needs and requirements of their customers.

Presented by: Peter Leppik, Rebecca Nowlin-Green

Presented by: Dan York

Enhancing Customer Service Operations

This session describes industry best practices for using speech analytics in the contact center; outlines the trend toward real-time data analysis and howit provides a competitive edge; describes the path toward improving key metrics, including first call resolution, average handle time, and average speed toanswer; and details specific steps to positively impact agent productivity and quality assurance without adding additional staff.

Presented by: Camilo Bandera Ortega

Analytics Use Cases

Teams suffer from a lack of usable data to determine design improvements. Neither of the two common solutions — requesting custom instrumentation, or spending hours in manual analysis — is sustainable. This session examines alternative approaches to help analysts uncover application improvement opportunities and discusses the outcomes of prototypes used to test these approaches. The presentation concludes with a recommended process to automatically uncover the largest-impact opportunities to increase application performance, based on actual user behavior.

Presented by: Amanda Harlin