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SpeechTEK 2011 - Monday, August 8, 2011
A102 – New Ideas in Speech Strategy
11:30 a.m - 12:30 p.m
MODERATOR: Ed Elrod, Sr Consultant - Enterprise Integration Group

Planning for ROI in speech self-service has historically been imprecise, and speech applications have been built piecemeal as organizations required new functionality. The experts in this session present remedies for these issues and share new methods for effectively estimating the value of new speech systems and overall strategic speech planning.

Analytics-Based Discovery — Giving Your Work Away for Free
Dave Pelland, Global Director, IVR Practice - Genesys

Before you make changes to your IVR, it’d be nice to get a guarantee that the savings from the changes will cover the investment costs. This presentation describes a method of using analytics to get such a guarantee.


From Point Solutions to a Speech Strategy
Dan Reed, EVP - [24]7

When enterprises undertake speech technology projects in piecemeal fashion, one point solution at a time, the result is application silos, fragmented architectures, and disjointed caller experiences. Today, callers expect integrated service, and with the right technology and methodology, an enterprise can go beyond point solutions to automate a much higher proportion of caller minutes. This presentation discusses how enterprises are rolling out integrated suites of speech applications, fronted by intelligent call steering, that share personas, service processes, caller data, business rules, and backend integration.


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