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August 13 - 15, 2012
New York Marriott Marquis
Monday Tuesday Wednesday
Sunrise Discussions Customer Case Studies Speakers
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Customer Case Studies
By Customers For Customers

Customer case study presentations give you insight into how speech technologies are being applied in real-world situations. Presenters share how they successfully procure, implement, and deploy existing speech applications and how they avoid common pitfalls. Customer case studies will be presented on automatic speech recognition solutions, analytics, and speaker authentication across a wide variety of industries. Listen to presentations from companies in the following industries:
SpeechTEK 2012 - Tuesday, August 14, 2012
A205 – Case Study 1: Analytics
4:15 p.m - 5:00 p.m
MODERATOR: Keith Dawson, Practice Leader, Customer Engagement - Ovum

Learn how two different companies have benefited from using speech analytics. Aetna has revised customer agent training to turn negative interactions into positive experiences. Managers in the Garanati Pension call center are able to access details of conversations between customers and call center personnel without listening to individual conversations and can take action immediately to improve poor agent performance and business operations.

Speech Analytics for Garanti Pension Call Center
Yasemin Donmez, Business Development Specialist - Garanti Pension
How Speech and Chat Technologies Revolutionized Our Call Center
Tammy Sills, Manager, Call Center and Techonology Support
Tim Arnold, Call Center and Technology Support

Analytics is transitioning from an emerging technology to an applied business solution. In this session, a major
healthcare provider details how it successfully implemented a speech analytics solution to help identify what drives repeat calls and longer call durations, resulting in significant business benefits.

B205 – Case Study 2: Voice Verification
4:15 p.m - 5:00 p.m
MODERATOR: Judith Markowitz, President - J. Markowitz Consultants

Prior to deployment of a biometric speaker verification system that is lan- guage- and accent-independent, a large volume of calls required identity verification via a manual agent-assisted procedure. This was causing both time loss and customer dissatisfaction. After deployment, the average call duration was reduced and customers provided positive feedback. Rather than dealing with PINs, passwords, and challenge questions, customers are easily identified by the system before completing their secure transactions.

Biometric Speaker Verification System
Mesut Cure, Customer Services Director - Avea
Speech System for Elderly Population
Shahar Belkin, CTO - FST21
C205 – Case Study 3: Banking and Warehouse Distribution Applications
4:15 p.m - 5:00 p.m
MODERATOR: K.W.'Bill' Scholz, President - NewSpeech LLC

Ramos describes how mobile users are able to connect with a warehouse management system to improve operating efficiencies and ensure stores are properly stocked for customers.  Pannala discsses how BNY Mellon implemented multimodal mobile financial services.

Foods Improves Warehouse and Distribution Operations with Voice-enabled Applications
Luis Ramos, General Manager - Goya Foods
Context-aware Multimodal Mobile Financial Services - an Implementor's perspective
Shekar Pannala, Executive Vice President and Divisional CIO - BNYMellon
D205 – Case Study 4: Managing Call Center Changes
4:15 p.m - 5:00 p.m
MODERATOR: David L Thomson, VP Speech Research - Interactions, LLC

The merger of two premier brokerage businesses required building all new call center applications from the IVR to CTI to agent desktops to a mainframe. A major Australian bank transformed a contact center to support 28 business units. Both speakers explain the goals, the process, measures of success, and the lessons learned while deploying these major call center changes.

Building New Speech Apps for New Businesses
Phil Shinn, Call Center Engineering - Morgan Stanley
Managing Change: From Release Cycles to Bringing Your IVR In House and the Role of Automated Testing
Kevin Au, Lead QA Analyst - Green Dot Corporation



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