This presentation covers successful customer-centric contact center voice deployments at several of the largest financial institutions in Australia. Learn the most critical aspects of application development, implementation, and change management, and how a customer-centric approach — coupled with a technical design, giving the business full control of the customer experience — yields staggering results within 6 months.

You’ve spent time and money developing the best applications for your business, but is the application performing as designed? What needs to be done to ensure exemplary performance under load, stress, soak, business-as-usual, and disaster recovery situations? Are your applications and systems delivering the intended customer experience? How do you know? Discussed are several case studies of customers at some of the largest global contact centers who’ve successfully approached these concerns across several verticals involving IVR, voice biometrics authentication, and speech applications.