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SpeechTEK 2011 - Wednesday, August 10, 2011
C302 – Case Studies
10:45 a.m - 11:45 a.m
MODERATOR: Larry Murphy, Senior Manager, RTM Consulting & Professional Services - Convergys
Your Organization Needs a Superhero: The Voice Portal Specialist
Helen VanScoy, Director, User Interface Design - Performance Technology Partners
Jessica Kaufman, Lead Voice Channel Specialist, Voice Channel, Operations Support - Blue Shield of California

The position of voice portal specialist is the champion for the caller and serves as a liaison between the business and technical units, spanning various departments. This case study follows Blue Shield of California’s journey in IVR design and development during the past 5 years. It outlines the implementing and refining of the BSC speech-enabled self-service phone system and the creation of the position of voice portal specialist, focused on creating a balance between cost-saving automation and customer satisfaction.

Transforming Customer Service With Speech Analytics
Lori Schmidt, Business Analyst - Pitney Bowes

In 2006, Pitney Bowes invested in a suite software applications, including speech analytics. The speech analytics tool directs users to calls related to
particular topics and allows them to quickly listen to the relevant aspects of the call. Using this functionality, Pitney Bowes has been able to reduce call
transfers, address issues with fee waivers, and identify top issues regarding USPS rate-change calls into the call centers.

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