SpeechTEK Mobile Program

Track C: Customer Experience – Tue, August 9 
11:45 a.m. – 12:30 p.m.

Presented by: Craig DiAngelo

Mobility Care: A New World of Possibilities

By creating a cloud-based, on-demand platform with an open API, an ecosystem of developers can create new applications to overlay the current contact center infrastructure, bypassing the IVR experience while connecting to the appropriately skilled agent. Using a multichannel, on-demand platform with robust APIs, a mobility ecosystem of partners, developers, and clients are creating and delivering new mobile and client care applications such as voiceenabling the smartphone application or immediate callback from agents with context and skills.

Presented by: Graham Allen

From IVR to Mobile: Strategies for Moving Customers Faster

How can you educate your customers about your new mobile care channel, drive faster adoption, and create a better customer experience? Learn about
strategies for using your IVR to actually drive mobile adoption; how to tie your voice channel to your mobile channel to create a seamless interaction across channels; and options for expanding and personalizing your self-service care options just by knowing you’ve got a mobile caller on the line.

Presented by: Laura Bramschreiber

Track C: Customer Experience – Tue, August 9 
1:45 p.m. – 2:45 p.m.

Presented by: Joe Alwan

Using Knowledge as a Key Differentiator in Your Voice Solution

Delivering exceptional customer experiences requires the delivery of up-to-date, contextual, and timely information that is consistent across all customer interaction channels. This information can be used to produce dynamic, personalized, and memorable phone experiences. Integration between the IVR and a knowledge foundation provides the ability to identify, segment, and route each caller appropriately based on the contextual information about the caller’s specific need. This information is also available to the human agent answering the call.

Presented by: Karen Torf

Automated and High Touch: Implementing Intelligent Customer Intimacy

“I don’t want to talk to some computer system” was a common reaction to older IVRs. Today, automation is changing the game, making IVR core to providing the high touch customers demand. See real-world industry examples of how speech self-service can actually drive high touch customer intimacy. Learn the 10 fundamental tenets and the technical infrastructure needed for a solution that uses existing enterprise data. Learn to exceed customer expectations with intelligent customer intimacy.

Presented by: Mike Monegan

Track C: Customer Experience – Tue, August 9 
3:00 p.m. – 3:45 p.m.

Presented by: Elaine Cascio

Mobile Multimodal Automation: A Real-Life Case Study

By using multiple channels of communication, interaction becomes less taxing, audio instructions can be spoken to free up the visual channel, and pictures can be used when a visual is most natural. Speech can be used to respond to queries and instructions while hands are free to carry out the instructions at the very physical site where the user needs to troubleshoot. This presentation reviews the design process, the solution architecture, and demos a working multimodal automated application that interacts with a live IVR.

Presented by: Ahmed Bouzid

Adding Some Speech Spice to Smartphone Apps

Where does speech technology fit into smartphone applications? This session presents the current state of smartphone app design, how speech technology will shape better smartphone app design, and takes a look at the future of adding the right amount of speech at the right places. Join us to see how you can take advantage of the GUI-speech gap in smartphone application design.

Presented by: Larry Murphy

Track C: Customer Experience – Tue, August 9 
4:30 p.m. – 5:30 p.m.

Learn how to architect and implement a global network of speech infrastructure and applications and how to assemble the most suitable components — hosted, on-premises, or partner-based — into global solutions that provide the functionality your company needs. Learn when you should consider hosted versus on-premises outbound platforms including Tellme OnDemand Outbound, XOI HVOD and VTOP, Voxeo Prophecy, Nuance Communications Outbound Notification Service, and Genesys SSG.

Presented by: Patrick Nguyen, Max Ball, Mike Monegan

Track C: Customer Experience – 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 C: Next-Gen Speech Technologies – Wed, August 10 
9:00 a.m. – 10:00 a.m.

Tuning speech applications is considered to be a dark and mysterious practice that takes place in a remote room behind closed doors. The presenters want to pull back the curtain and, by using real customer examples and data, show the tools, processes, and techniques they employ to tune speech applications. Also discussed are the key points to consider when tuning, including tuning without a budget.

Presented by: Pete Slabek, Mark W Stallings, Rich Garrett, Dan York, Greg Johnston

Track C: Next-Gen Speech Technologies – Wed, August 10 
10:45 a.m. – 11:45 a.m.

Presented by: Larry Murphy

Your Organization Needs a Superhero: The Voice Portal Specialist

The position of voice portal specialist is the champion for the caller and serves as a liaison between the business and technical units, spanning various departments. This case study follows Blue Shield of California’s journey in IVR design and development during the past 5 years. It outlines the implementing and refining of the BSC speech-enabled self-service phone system and the creation of the position of voice portal specialist, focused on creating a balance between cost-saving automation and customer satisfaction.

Presented by: Helen VanScoy

Transforming Customer Service With Speech Analytics

In 2006, Pitney Bowes invested in a suite software applications, including speech analytics. The speech analytics tool directs users to calls related to
particular topics and allows them to quickly listen to the relevant aspects of the call. Using this functionality, Pitney Bowes has been able to reduce call
transfers, address issues with fee waivers, and identify top issues regarding USPS rate-change calls into the call centers.

Presented by: Lori Schmidt