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SpeechTEK 2012 - Tuesday, August 14, 2012
C204 – Unified Cross-Channel Experiences
2:45 p.m - 3:30 p.m
MODERATOR: Samrat Baul, Senior Director, Application Design - [24]7

Today’s cross-channel customer experience can sometimes be disorganized and fragmented, which results in decreased efficiency and reduced rates of self-service. Middleton discusses how the speech customer experience across multiple channels can be used to decrease costs and increase customer service. Nordale presents real-world examples of companies that have gone from being strictly IVR to delivering outbound and multi-modal interactions and the business case for multichannel interactions to drive customer satisfaction and continued usage.

Many Channels, One Experience: The Customer Service Imperative
Andy Middleton, Technical Architect - Performance Technology Partners (PTP)
Go Ahead, Help Yourself: Smarter Multi-Channel Interactions Up the Self-Service Game
Dan Nordale, VP, Marketing, Enterprise Division - Nuance

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