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August 13 - 15, 2012
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SpeechTEK 2012 - Tuesday, August 14, 2012
A201 – Analysts Discuss Analytics
10:45 a.m - 11:30 a.m
MODERATOR: Rich Garrett, Senior Solutions Consultant - [24]7

Analytics offer organizations vast amounts of data to transform the automated customer experience, but using this data requires strategy and expertise. Minkara describes the strategic business activities and technology deployments required to personalize each customer interaction to build a 5-star customer experience program. Dawson discusses the trends shaping speech analytics and how it is moving closer to business intelligence and big data processes.

Speech Analytics: Demystifying the Secrets to Go beyond Voice and Create a Best-in-Class Customer Experience Program
Omer Minkara, Research Director, Contact Center & Cust Exp Man - Aberdeen Group
Transitioning Beyond Speech Analytics
Keith Dawson, Practice Leader, Customer Engagement - Ovum

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