Archive for the ‘ST2011’ Category

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D101: How to Make Voice and Video Calls

Monday, August 8th, 2011

Track D: Technolgy Advances – Mon, August 8 
10:15 a.m. – 11:15 a.m.

Presented by: Mazin Gilbert

Combining Speech With Video in Customer Self-Servic

While speech technologies are widely used in many call/contact centers, video technology is rarely utilized today. With the increase in adoption of IPbased technologies in the contact center and the roll-out of 3G wireless networks, video is increasingly seen as a viable technology. This session discusses how organizations can combine video with the power of speech to expand, enrich, and improve the effectiveness with which they interact with their customers.

Presented by: Adam Mermel

The Power of Thin-Client Voice and Video Customer Service—Automated and Agent-Base

Avaya has enabled a PC or mobile device to make two-way voice and video calls to contact center speech systems and live agents through the use of Adobe Flash technology and SIP technology — and then support immediate desktop collaboration between agents and consumers using information provided to these automated voice and video self-service systems. This presentation demonstrates a series of use scenarios, including bank/financial, technical help desk, and a medical tourism/support.

Presented by: Valentine Matula

Posted in ST2011, Track D | Comments Off

LAB 1: Speech Application Development Tools

Monday, August 8th, 2011

SpeechTEK Labs – Mon, August 8 
10:15 a.m. – 12:30 p.m.

What tools are available for developing speech and multimodal applications on desktop and mobile devices? Developers at all skill levels can now select from a variety of competing and complementary tools for the entire development process, from initial testing through coding through final testing. Visit this lab session to see what’s available and to speak one-on-one with the tool developers.

Presented by: K.W.Bill Scholz

Posted in SpeechTEK Labs, ST2011 | Comments Off

A102: New Ideas in Speech Strategy

Monday, August 8th, 2011

Track A: Business Strategies – Mon, August 8 
11:30 a.m. – 12:30 p.m.

Planning for ROI in speech self-service has historically been imprecise, and speech applications have been built piecemeal as organizations required new functionality. The experts in this session present remedies for these issues and share new methods for effectively estimating the value of new speech systems and overall strategic speech planning.

Presented by: Ed Elrod

Analytics-Based Discovery — Giving Your Work Away for Free

Before you make changes to your IVR, it’d be nice to get a guarantee that the savings from the changes will cover the investment costs. This presentation describes a method of using analytics to get such a guarantee.

 

Presented by: Dave Pelland

From Point Solutions to a Speech Strategy

When enterprises undertake speech technology projects in piecemeal fashion, one point solution at a time, the result is application silos, fragmented architectures, and disjointed caller experiences. Today, callers expect integrated service, and with the right technology and methodology, an enterprise can go beyond point solutions to automate a much higher proportion of caller minutes. This presentation discusses how enterprises are rolling out integrated suites of speech applications, fronted by intelligent call steering, that share personas, service processes, caller data, business rules, and backend integration.

 

Presented by: Dan Reed

Posted in ST2011, Track A | Comments Off

B102: Optimizing IVRs for Users

Monday, August 8th, 2011

Track B: Voice Interaction Design – Mon, August 8 
11:30 a.m. – 12:30 p.m.

How can we create the best possible experience for today’s IVR users? The first presentation in this session presents results of research on the changing demographics of IVR users and the impact on best practices in design. The second presentation introduces a rigorous, data-driven method for creating and evaluating personas for speech applications. These talks will help you optimize the IVR experience for your customers.

Presented by: Rebecca Nowlin-Green

The Changing Demographics of the IVR User

With the explosion of smartphones and customized enterprise applications, the population that remains loyal to the IVR has shifted. This talk outlines how today’s typical IVR customer differs from customers a decade ago and uses data from deployments to support the argument that the changes in caller demographics result in different usage patterns and customer expectations. Finally, we make the case that these demographic changes challenge us to revisit and recalibrate some of our tried-and-true design best practices for IVR applications.

 

Presented by: Martie Viets, Susan Boyce

From Art to Science: A Quantitative Approach to Persona Development

The persona of a speech application is as critical for a new caller’s first impression as it is to a power user’s repeated success. Persona development has traditionally been a qualitative exercise led by the judgments of speech experts and the subjective opinions of a few business stakeholders. This talk presents a detailed scientific methodology to select the best voice actor to convey the desired persona.

 

Presented by: Samrat Baul

Posted in ST2011, Track B | Comments Off

C102: Using Biometrics to Improve Workflow and Prevent Fraud

Monday, August 8th, 2011

Track C: Customer Experience – Mon, August 8 
11:30 a.m. – 12:30 p.m.

A voice biometric e-signature can replace traditional ink-on-paper signatures and enable transactions to be securely and legally incorporated into end-toend electronic processes. Learn how e-signatures streamlined workflow in the healthcare industry. Voice biometrics can also minimize fraud. Learn how voice biometrics, combined with cell phone identification, is used in time-andattendance reporting for Medicare and Medicaid, thus minimizing fraud while maintaining a good user experience for the healthcare workers.

Presented by: Julia Webb, Nik Stanbridge, Valene Skerpac

Posted in ST2011, Track C | Comments Off

D102: Make Better Decisions With Multichannel Analytics

Monday, August 8th, 2011

Track D: Technolgy Advances – Mon, August 8 
11:30 a.m. – 12:30 p.m.

Presented by: Grant Shirk

Combining Speech Analytics With Multiple Customer Interaction Channels

Learn how progressive companies are combining speech analytics solutions with other forms of customer contact such as chat, email, and social media. Attendees learn the details of a customer interaction analytics strategy, where they will be able to merge channels, provide early warning systems from different sources, conduct deep-dive root-cause analysis, and drive information to key stakeholders.

 

Presented by: Daniel Ziv

Analyze This Multichannel Communications Mess!

This session looks at one solution to build multichannel applications across voice, SMS, IM, mobile web, and Twitter that results in a common analytics engine across all channels and even allows that data to be brought into common industry business intelligence systems. Learn how you can “develop once and deploy anywhere” to understand how your customers are interacting with your application in whatever communications channel they choose to use.

 

Presented by: Dan York

Posted in ST2011, Track D | Comments Off

Attendee Lunch

Monday, August 8th, 2011

Track A: Business Strategies – Mon, August 8 
12:30 p.m. – 1:45 p.m.

Posted in Keynotes, SpeechTEK Labs, ST2011, Sunrise Discussions, Track A, Track B, Track C, Track D | Comments Off

A103: Panel—Balancing Automation and Human Agents

Monday, August 8th, 2011

Track A: Business Strategies – Mon, August 8 
1:45 p.m. – 2:45 p.m.

For most organizations both automated systems and human agents play an important role in providing customer service, but achieving a balance between these can be a challenge. Automation is less costly, but poorly executed selfservice can alienate customers and prevent organizations from achieving a return on their investment. Join the experts on this panel as they discuss methods for determining the optimal balance between cost-savings and providing great service.

Presented by: Phil Gray, Susan Boyce, Todd Schmeer, Darla Tucker

Posted in ST2011, Track A | Comments Off

B103: Conversations With Users

Monday, August 8th, 2011

Track B: Voice Interaction Design – Mon, August 8 
1:45 p.m. – 2:45 p.m.

Presented by: Samrat Baul

Which Wording Works?

This talk presents high-level initial findings of a comprehensive study of caller behavior at a prompt-by-prompt level to determine which wording works the best. The study includes millions of calls across many vertical  domains. It focuses on many of the most common types of prompting, such as date of birth, credit card numbers, and language preference, and reveals the results of the best-performing wording for each.

 

Presented by: Jim Milroy

Adapting Human Conversation to VUI Interactions

As VUI designers, we strive to create a natural experience for our users that takes into account external distractions, the ephemeral nature of speech, and the unnaturalness of talking to a machine optimized for a small set of tasks.  This talk covers the mechanisms of human conversation that enable efficient and informative interaction and their adaptation to dialogues with a minimally sentient nonhuman partner.

 

Presented by: Janet Cahn

Posted in ST2011, Track B | Comments Off

C103: Creating Positive Multichannel Experiences

Monday, August 8th, 2011

Track C: Customer Experience – Mon, August 8 
1:45 p.m. – 2:45 p.m.

Presented by: Graham Allen

Deliver a Consistent, Compelling Multichannel Experience

Learn how to leverage the strengths of each channel for better interactions across and between channels. Companies not only tend to see channels in silos, but they organize them that way too. This session discusses the strengths of different channels and how to leverage them, as well as how to understand the value of delivering service where channels intersect. Examples include SMS surveys after a phone interaction, high-tech/high-touch approaches, and blending channels to deliver service in the best medium possible (speech, visual, etc.).

 

Presented by: Elaine Cascio

How to Create an Effective Multichannel Strategy

Providing multichannel communication is critical to enhancing customer satisfaction and improving retention and loyalty. This session defines the core elements needed to create an effective on-demand multichannel communication strategy for success, including agents and automation, two-way voice self-service, SMS messaging, and reporting requirements.

 

Presented by: Craig DiAngelo

Posted in ST2011, Track C | Comments Off

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