Based on the experience of Westlake Financial Services, this presentation gives you insights into applying speech technology to reduce your call center costs while at the same time delighting your customers. Hopper talks about best practices, traps you want to avoid, and considerations for setting appropriate expectations. He also addresses how to evaluate the required skill sets and how to most effectively acquire those you lack. Finally, he discusses the economics of using speech technologies in your call center/customer care operations and offers some guidance about startup costs and return on investment.

Get an overview of RAMP's MediaCloud speech capabilities, including both RAMP's private cloud and new Amazon AWS version of MediaCloud – RAMP’s audio and video optimization platform that combines automated speech recognition with metadata tagging to enable advanced audio and video search, automated publishing, interactive playback based on time- coded metadata, content-based analytics.