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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:

  • Airline
  • Construction
  • Distribution
  • Healthcare
  • Financial Services
  • Location-Based Services
  • Manufacturing
  • Mailstream Technology Management
  • Government
  • Wireless Telecommunications
SpeechTEK 2010 - Monday, August 2, 2010
C103 – Analytics: Extract Information From Call Logs
1:15 p.m - 2:00 p.m
Dr. Judith Markowitz, President - J. Markowitz Consultants
Bob Matthews, IVR Business Team Lead - CIGNA
Barb Bleiler, Manager, Provider Management, Commercial - WPS Health Insurance

Learn how two health insurance companies use analytics to harness the information being gathered by their contact centers; how they extract and convert these insights into a meaningful understanding of customer wants, needs, and behavior; and how this understanding enables them to improve their processes, products, agent performance, and overall customer experience. If you are interested in improving the experience of your customers, then these firsthand descriptions by companies that use analytics are a “must attend.”

C105 – CSS Case Studies
3:15 p.m - 4:00 p.m
Vick Cox, Consulting Systems Engineer - BNSF Railway
Challenges in Vocal Password Implementation
Vildan Cal Ozel, IT Portfolio Manager - Global Bilgi

Global Bilgi gives contact center services to Turkcell who is the leading GSM operator in Turkey that has more than 30 million customers. The focus of the presentation is the implementation of VocalPasswordTM (from PerSay)
technology in this contact center to lower the call cost, increase security with higher customer satisfaction.

SpeechTEK 2010 - Tuesday, August 3, 2010
D202 – Using Speech on the Go
11:45 a.m - 12:30 p.m
Judi Halperin, Principal Consultant and Team Lead, Global Speech Engineering - Avaya Inc.
Brigitte Mora Richardson, Global Voice Control Technology/Speech Systems Lead Engineer, Electrical / Electronics Systems Engineering - Ford Motor Company
Weiye Ma, Senior Speech Scientist - Telvent Worldwide

Speech technologies have moved beyond the call center and now thrive in mobile applications. Attend this session to hear two success stories. Hear how Ford Motor Co. is providing cutting-edge services to drivers via the Ford Sync system, and learn about a 511 system that uses speech and visual modalities to provide timely, location-specific information to travelers.

SpeechTEK 2010 - Wednesday, August 4, 2010
A303 – Keeping Speech Projects on Track
1:45 p.m - 2:30 p.m
Amy Downs, Director, Customer Solutions - Voxeo, an Aspect Company
Steven Sands PMP, Director of Business Development - Walsh Media
Fran McTernan, Managing Principal - Avaya

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