Leumi, the second largest bank in Israel, is the first deploy text-independent voice biometrics technology. This case study will focus on the recent rollout of a unique fraudsters' detection functionality- enabling the bank to identify known fraudsters as they interact with the bank's agents. The solution, which is based on PerSay FreeSpeech platform, utilizes unique techniques that minimize false-alarm rate and increase detection accuracy. Accuracy rates observed in large scale fraud attacks will be presented.

This session will cover the work being done in several standards bodies, including the results of the W3C's recent workshop on speaker identification and verification (SIV). It will also cover the collaboration between the VoiceXML Forum and the American National Standards Institute (ANSI) on a data interchange format, the data interchange format being developed by the International Standards Organization (ISO), and the SIV in the second version of the Media Resources Control Protocol V2 (MRCP V2) by the Internet Enterprise Technology Forum (IETF).

The proliferation of mobile devices and advances in speech processing are enabling a new and exciting set of voice applications that provide users the ability to adopt natural voice interfaces to quickly and easily find information, whether searching for videos, music, and business listings, or surfing the web. this presentation will review the technologies and challenges behind mobile voice search, and report on case studies and performance statistics from AT&T's business listing Speak4it application.

Based on 15+ years of research and development in Arabic natural language processing (NLP), the Sakhr Mobile S2S Translator is the world's first and only live mobile Speech-to-Speech (S2S) application. The Sakhr Mobile S2S Translator is easy to use, yet provides instant and accurate translations - anywhere you want. Speak English or Arabic into a mobile phone like the iPhone or Blackberry, hear the audio translation, see the text translation. The application leverages server-based speech processing and cloud computing.

One of the fundamental measures for a successful deployment of a call steering application is maximizing the accurate routing of callers so callers can use self-service completely in the IVR. In this session Medco Health will present a close look at deploying, maintaining, and measuring success rates of a call steering application. We will also present research on call steering with natural language speech recognition versus live-agent assisted routing. Comparison of performance statistics and of productivity gain/loss between the two methodologies will be presented.

Designing, building and tuning large scale, enterprise speech applications is a complex task. When you throw natural language (NL) speech into the mix, the complexity can increase several-fold. However, complexity can be managed with rigorous, comprehensive project plans, strong project leadership, and thorough understanding of key components of the project life cycle of an NL application. This presentation will cover key processes for a successful NL project, potential issues and pitfalls to avoid, and will give real examples from some of the country's largest live production NL deployments.

This presentation will focus on the ways in which speech technology has been leveraged to transform the Australia Post NSW/ACT CCC over 18 months from a reactive call processing center to a proactive service and revenue-generating focused center. All voice services are now managed in real time via a web portal, which is managed by the call center administrators. The call center is using a mixture of inbound and outbound services which it can configure and turn on and off as required. We will show how this technology has allowed us to focus on revenue-generating activities and describe automation rates and customer satisfaction results achieved.

Milwaukee-based Integrity Construction Group faced a problem common to many modern businesses: Despite having a great phone system loaded with features, it couldn't take advantage of many of them without relying on a complicated cheat sheet. With about 80 users-plus an IVR and call center that allows customers to check job status in real time-remembering the sequence of keys required to transfer calls between extensions at four different locations proved impossible without the aid of cheat sheets taped to phones. By partnering with Schmooze Communications, Integrity Construction was able to solve these problems and increase its productivity. This has allowed for increased efficiency and productivity in every aspect of its business.

In today's economy, everyone is concerned with cutting costs, but the best organizations practice customer-centric cost containment. They are using speech analytics to analyze customer interactions to cut costs with minimal impact on customer experience by finding the key drivers of customer satisfaction, so that they can focus investments on the activities that customers value most. In this session, attendees will learn how Pitney Bowes created an organizational model and process around the use of speech analytics in the contact center and leveraged the voice of the customer to cut costs.

Most companies are aware that their customers face daily challenges using the goods and services they offer. However a majority of them are not acutely aware of what those challenges are and how often they are impacting customers. Speech analytics is a valuable tool that can be used to identify and quantify the challenges faced by customers who in turn will generate actionable feedback to improve business processes and automation systems. In this session, attendees will learn how Cricket Communications proactively used speech analytics to identify and quantify areas of customer confusion to improve business processes, streamline automation, and improve customer satisfaction.