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Biographical Information
Vicki Broman
Manager of User Interface and Research Teams
CTI and Speech Solutions
eLoyalty® a TeleTech Company

Vicki Broman is the manager of the User Interface Team at eLoyalty® a TeleTech Company.   She has over 22 years experience as a Voice User Interface (VUI) designer and Project Manager, Vicki's applications have set new standards for Voice Self Service (VSS) VUI Best Practices. She developed classes in VUI Best Practices that have been presented to numerous customers worldwide and has integrated proven Best Practices based on usability testing results and research. Her designs provide a Win-Win environment for both her customers and their end users; as they provide significant increase in resolution rates along with significant increase in end-user customer satisfaction ratings.  Vicki also leads the research team at eLoyalty® and has published papers on designing IVR systems.  Her VUI design experience include financial (securities, credit card, banking), government, utilities, insurance (health, vehicle/home/business), prescription services, airlines, travel agencies and cosmetics corporations.  Vicki has been a presenter at conferences for SpeechTek, Nuance, Sterling Audits, Rockwell, and AT&T.  She was awarded a patent in Speech Recognition Fraud application Design Concept Nov. 20, 2007.  

Conference Sessions By Vicki Broman
SpeechTEK 2015
Tuesday, August 18, 2015
2:45 p.m. - 3:30 p.m. C204: PANEL: Is Customer Experience Truly Omnichannel?

SpeechTEK 2014
Tuesday, August 19, 2014
1:45 p.m. - 2:30 p.m. C203: Common Mistakes in Survey Design

SpeechTEK 2013
Tuesday, August 20, 2013
8:00 a.m. - 8:45 a.m. SD202: Demographics of Customers Who Use Speech Technology

SpeechTEK 2011
Wednesday, August 10, 2011
8:00 a.m. - 8:45 a.m. SD304: How Humanlike Should Speech Systems Be?
9:00 a.m. - 10:00 a.m. A301: Selecting a Voice for Your Speech Application

Monday, August 8, 2011
10:15 a.m. - 11:15 a.m. A101: Assessing the Phone’s New Role

SpeechTEK 2010
Tuesday, August 3, 2010
10:45 a.m. - 11:30 a.m. B201: Optimizing Voice Self-Service

Connect with
SpeechTEK 2011


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