SpeechTEK Mobile Program

Track A: Business Strategies – Tue, August 9 
11:45 a.m. – 12:30 p.m.

Presented by: Michael Smith

Integrating SM With the Contact Center Experience

Social media has become a critical channel for organizations. However, organizations need strategies and technologies to effectively scale and integrate social media for a holistic approach to customer service. Organizations can now have meaningful interactions through social media channels in the same agent desktop where agents interact with callers. This presentation provides insight into combining two distinct functions to bring social monitoring and social interaction into the overall contact center and customer service strategies.

Taking Your Social Media Strategy to the Next Level

The potential for enabling immediate customer engagement is attracting companies to social media sites, but most organizations fail to harness the full value of these connections in the contact center. This talk shows how to apply business rules to social interactions to enhance agent efficiency, integrate social media into existing processes, and develop key metrics. How to cut through the social noise, identify which posts are most critical to your company, and present best practices to align social media tools with the contact center are discussed.

Track A: Business Strategies – Tue, August 9 
1:45 p.m. – 2:45 p.m.

The term natural language has been used to market various speech technologies that have not always delivered the benefits promised. Panelists in this session discuss what natural language really means, the best uses of the technology, and the potential business benefits as well as issues that may prevent an organization from achieving these benefits. This session can help you decide if natural language is right for your situation.

Presented by: Greg Bielby, Daniel Hong, Andy Middleton

Track A: Business Strategies – Tue, August 9 
3:00 p.m. – 3:45 p.m.

Presented by: Mark W Stallings

Like for Like: Stop Moving to the Past

When upgrading IVR systems, many organizations request “like for like” replacement of the functionality they first implemented many years ago without considering whether it is still appropriate or effective for today’s call center.  This talk makes the case for spending time before a replacement project to validate the functionality, technology, and customer experience to ensure the long-term success of the project.

Presented by: Michael Smith

What You Thought You Knew About Your IVR but Didnt

Replacing an IVR can seem trivial until youre immersed in the complexities of the project. The migration of an IVR to a new platform introduces challenges that your organization may not have faced in some time. Hear about a large IVR migration currently underway and some of the measures taken to ensure its success.

Presented by: Greg Johnston

Track A: Business Strategies – Tue, August 9 
4:30 p.m. – 5:30 p.m.

Presented by: William Meisel

Mapping Customer Preferences and Frustrations to Speech Self-Service Applications

Customer frustrations are increasing in today’s challenging business climate. Under heavy pressure to improve customer satisfaction, enterprises need to rely on a combination of the right technologies, people, and processes to enhance the customer experience and increase the bottom line. Therefore,
enterprises need to develop a clearer line of sight with the customer and their needs when it comes to communication. This talk reports key findings from Ovum’s latest survey of 4,000 consumers on customer service preferences for client engagement.

Presented by: Daniel Hong

Speech + Smartphones + The Cloud: The Virtual Personal Assistant Genome

Given advancements in speech recognition, transcription, translation, text-to-speech synthesis, and application processing power, the days of a speech based virtual personal assistant are closer than ever. Yet a number of hurdles remain as solutions providers must overcome gaps in some specific areas, including speaker identification, noise cancellation, speech extraction, language recognition, translation, and, ultimately, understanding. This talk explores these gaps and presents an exposition of the technologies that bridge them.

Presented by: Dan Miller

Track A: Business Strategies – Tue, August 9 
5:30 p.m. – 7:30 p.m.

During the reception you can visit the consultants’ lounge for one-on-one discussions over drinks. 

Track A: Business Strategies – Wed, August 10 
9:00 a.m. – 10:00 a.m.

Selecting the voice that will speak to your customers via a speech self-service application is an important decision that is sometimes given little weight. The voice of an automated system is the most obvious embodiment of the characteristics an organization is trying to convey to customers. Join us as we discuss the benefits and limitations of various voice options available to organizations, including professional voice talents, amateur voices, and synthesized speech.

Presented by: Vicki Broman, Mike Monegan, Marcus Graham, Tim Walsh

Track A: Business Strategies – Wed, August 10 
10:45 a.m. – 11:45 a.m.

Laws surrounding the review and issuance of speech technology patents are undergoing significant changes recently, as has the process for evaluating patent over-reaching and infringement. Join the legal experts on this panel to learn the latest developments in laws affecting patents in speech technology.

Presented by: Mark Webbink, Steven M. Hoffberg, Marie Meteer, Mark Powell, K.W.Bill Scholz