Methods for optimizing touchtone and speech applications have matured. Just as holistic views of the application replaced narrow efforts focused only on prompts or the recognition engine, the newest approaches step back even more and examine caller success from dialing to hang-up. This course teaches you how to obtain a detailed and quantified road map for improving your applications, leveraging end-to-end data from live inbound calls. Topics include understanding caller behavior and intent, measuring dissatisfiers and inefficiencies, and identifying the highest-impact improvement opportunities. Using actual case studies and class exercises, the course covers a framework and methodology that you can use to manage both in-house and vendor-partner projects.