Learn how two different companies have benefited from using speech analytics. Aetna has revised customer agent training to turn negative interactions into positive experiences. Managers in the Garanati Pension call center are able to access details of conversations between customers and call center personnel without listening to individual conversations and can take action immediately to improve poor agent performance and business operations.

Prior to deployment of a biometric speaker verification system that is lan- guage- and accent-independent, a large volume of calls required identity verification via a manual agent-assisted procedure. This was causing both time loss and customer dissatisfaction. After deployment, the average call duration was reduced and customers provided positive feedback. Rather than dealing with PINs, passwords, and challenge questions, customers are easily identified by the system before completing their secure transactions.

Ramos describes how mobile users are able to connect with a warehouse management system to improve operating efficiencies and ensure stores are properly stocked for customers.  Pannala discsses how BNY Mellon implemented multimodal mobile financial services.

The merger of two premier brokerage businesses required building all new call center applications from the IVR to CTI to agent desktops to a mainframe. A major Australian bank transformed a contact center to support 28 business units. Both speakers explain the goals, the process, measures of success, and the lessons learned while deploying these major call center changes.