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SpeechTEK 2011 - Tuesday, August 9, 2011
C203 – Call Center Knowledge Management and Automated Help
1:45 p.m - 2:45 p.m
MODERATOR: Joe Alwan, AVOKE Analytics - Raytheon BBN Technologies
Using Knowledge as a Key Differentiator in Your Voice Solution
Karen Torf, Product Manager - Voice - RightNow Technologies

Delivering exceptional customer experiences requires the delivery of up-to-date, contextual, and timely information that is consistent across all customer interaction channels. This information can be used to produce dynamic, personalized, and memorable phone experiences. Integration between the IVR and a knowledge foundation provides the ability to identify, segment, and route each caller appropriately based on the contextual information about the caller’s specific need. This information is also available to the human agent answering the call.

Automated and High Touch: Implementing Intelligent Customer Intimacy
Mike Monegan, Vice President Product Management - Cyara

“I don’t want to talk to some computer system” was a common reaction to older IVRs. Today, automation is changing the game, making IVR core to providing the high touch customers demand. See real-world industry examples of how speech self-service can actually drive high touch customer intimacy. Learn the 10 fundamental tenets and the technical infrastructure needed for a solution that uses existing enterprise data. Learn to exceed customer expectations with intelligent customer intimacy.

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