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SpeechTEK 2014 - Monday, August 18, 2014
SD102 – Improve ROI and Customer Experience With Cross-Channel Analytics a
(Empire Complex (7th floor))
8:00 a.m - 8:45 a.m
Sunil Issar, Director - VOZIQ

Analytics tools for IVRs and contact centers have improved significantly during the past decade. However, when we use these tools separately for self-service systems and contact centers, we miss the opportunity to optimize overall caller experience and improve automation rates. This session discusses various methodologies and tools for cross-channel analytics that can help identify caller intent. Attend this discussion to learn how analytics can improve ROI as well as customer satisfaction metrics and the overall customer experience.

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