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SpeechTEK 2011 - Monday, August 8, 2011
C105 – Enabling Effective Channel Mixing and Switching mc
4:15 p.m - 5:00 p.m
MODERATOR: Ahmed Bouzid, Co-founder & President - The Ubiquitous Voice Society
Get Your Customers off the Mobile Island
Max Ball, Director, Solutions Management - Genesys Telecommunications

Mobile applications give your company the ability to provide your customers with a rich interaction experience by providing instant access to information about your company. All of the good feelings these applications promote are lost when your customer calls the contact center and has to restart his or her interaction with your company from scratch. This presentation talks about how to create a seamless customer experience that allows you to use mobile, network speech, and access to the contact center in a way that feels like a single transaction.

Service Channel Progression and Speech: Time for Change
Cliff Bell, Product Line Manager, Product Management - Genesys

Customers no longer accept disconnected, channel-specific applications to handle their need for service. This session focuses on how the enterprise can manage service channel progression by using data “interceptors” and speech together to meet the opportunities presented by these new customer expectations. It explores the types of applications best suited for service interceptors, key cross-channel considerations for resuming service effectively, and how speech can be used as an integral tool in any service channel progression strategy.


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