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SpeechTEK 2014 - Monday, August 18, 2014
TRACK C: CUSTOMER EXPERIENCES
Soho/Herald (7th floor)
C104 – Building a Healthcare SMS Service From the Ground Up
2:15 p.m - 3:00 p.m
David Claiborn, Director Voice Portal Technology - United Healthcare

This session tells the story of a major healthcare organization as it decided to build its initial SMS service. Hear about its immersion into the unexpectedly complicated world of SMS messaging from short codes to the ultimate question of providing a service versus a solution for customers. This presentation gives common-sense advice on how to approach SMS as an integrated service channel that builds both positive customer experience and solid business value.




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