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SpeechTEK 2011 - Monday, August 8, 2011
D102 – Make Better Decisions With Multichannel Analytics
11:30 a.m - 12:30 p.m
MODERATOR: Grant Shirk, Director, Industry Solutions - Microsoft
Combining Speech Analytics With Multiple Customer Interaction Channels
Daniel Ziv, Vice President, Speech and Text Analytics Global Product Strategy - Verint Customer Engagement Solutions

Learn how progressive companies are combining speech analytics solutions with other forms of customer contact such as chat, email, and social media. Attendees learn the details of a customer interaction analytics strategy, where they will be able to merge channels, provide early warning systems from different sources, conduct deep-dive root-cause analysis, and drive information to key stakeholders.


Analyze This Multichannel Communications Mess!
Dan York, Director of Conversations - Voxeo, an Aspect Company

This session looks at one solution to build multichannel applications across voice, SMS, IM, mobile web, and Twitter that results in a common analytics engine across all channels and even allows that data to be brought into common industry business intelligence systems. Learn how you can “develop once and deploy anywhere” to understand how your customers are interacting with your application in whatever communications channel they choose to use.


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