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August 13 - 15, 2012
New York Marriott Marquis
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SpeechTEK 2012 - Monday, August 13, 2012
C103 – Managing Customer Experience Design
1:15 p.m - 2:00 p.m
MODERATOR: Eduardo Olvera, Sr. Manager & Global Emerging Technology Lead, UI Design, Professional Services - Nuance

Managing the initial design and subsequent changes to enterprise IVR applications is a persistent challenge to organizations. Bell presents a method for using a business rules system to streamline the process for making changes to enterprise IVR applications. Sampath presents a model to help analyze, define, and optimize contacts at each stage of the customer interaction to enhance cross-channel customer experience.

Scalpel Please: Using a Rules System to Improve Customer Service Applications
Cliff Bell, Product Line Manager, Product Management - Genesys
Developing Enterprise Strategies for Automated Customer Interaction and Customer Experience
Badri Sampath - Servion Global Solutions Inc.

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