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SpeechTEK 2011 - Wednesday, August 10, 2011
C303 – Create and Manage Customer-Centric IVR Applications
12:00 p.m - 12:45 p.m
MODERATOR: Monique M. Bozeman, Analyst/Consultant - Monique Bozeman Consulting

Panelists address the ins and outs and key lessons learned in developing and deploying successful speech applications. What were the decision criteria in application design and technology selection? What worked? What didn’t? Which success metrics were used? We discuss the business, technical, and political challenges of designing and implementing applications that are both customer-centric and operationally practical with end users from several vertical industries.

Users First: A Customer-Centric Approach to Open Speech Recognition for Banking and Finance
Sam Jackel, Project Director, Contact Centre Transformation - The Westpac Group

This presentation covers successful customer-centric contact center voice deployments at several of the largest financial institutions in Australia. Learn the most critical aspects of application development, implementation, and change management, and how a customer-centric approach — coupled with a technical design, giving the business full control of the customer experience — yields staggering results within 6 months.

The Impact of Simulation, Testing, and Real-Time Customer Experience Monitoring of IVR Apps
Alok Kulkarni, CEO - Cyara

You’ve spent time and money developing the best applications for your business, but is the application performing as designed? What needs to be done to ensure exemplary performance under load, stress, soak, business-as-usual, and disaster recovery situations? Are your applications and systems delivering the intended customer experience? How do you know? Discussed are several case studies of customers at some of the largest global contact centers who’ve successfully approached these concerns across several verticals involving IVR, voice biometrics authentication, and speech applications.

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