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SpeechTEK 2012 - Tuesday, August 14, 2012
D205 – Case Study 4: Managing Call Center Changes
4:15 p.m - 5:00 p.m
MODERATOR: David L Thomson, VP Speech Technology - CaptionCall

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.

Building New Speech Apps for New Businesses
Phil Shinn, CTO - ImmunityAnalytics
Managing Change: From Release Cycles to Bringing Your IVR In House and the Role of Automated Testing
Kevin Au, Lead QA Analyst - Green Dot Corporation

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