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SpeechTEK 2011 - Tuesday, August 9, 2011
C202 – IVR + Mobile = Better Customer Care
11:45 a.m - 12:30 p.m
MODERATOR: Craig DiAngelo, Vice President, Enterprise and Operator Services - VoltDelta
Mobility Care: A New World of Possibilities
Graham Allen, Senior Director for Market and Portfolio Software Strategy - Convergys

By creating a cloud-based, on-demand platform with an open API, an ecosystem of developers can create new applications to overlay the current contact center infrastructure, bypassing the IVR experience while connecting to the appropriately skilled agent. Using a multichannel, on-demand platform with robust APIs, a mobility ecosystem of partners, developers, and clients are creating and delivering new mobile and client care applications such as voiceenabling the smartphone application or immediate callback from agents with context and skills.

From IVR to Mobile: Strategies for Moving Customers Faster
Laura Bramschreiber, Sr. Director Creative Business Solutions, West Interactive - West Corporation

How can you educate your customers about your new mobile care channel, drive faster adoption, and create a better customer experience? Learn about
strategies for using your IVR to actually drive mobile adoption; how to tie your voice channel to your mobile channel to create a seamless interaction across channels; and options for expanding and personalizing your self-service care options just by knowing you’ve got a mobile caller on the line.

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