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SpeechTEK 2014 - Tuesday, August 19, 2014
Empire Complex (7th floor)
B202 – PANEL: Techniques for Sharing Context Among Channels
11:45 a.m - 12:30 p.m
MODERATOR: Samrat Baul, Senior Director, Application Design - [24]7
Todd Schmeer, Director-Speech Application Services - VoltDelta
Elaine Cascio, Vice President - Vanguard Communications Corp
Stephen Mailey, Head of User Experience Design - VoxGen

Sharing context among all the possible channels of communication is essential for delivering exceptional customer service in a multichannel world. Customers expect organizations to know who they are and to be aware of past and ongoing interactions, regardless of the channel they choose. Panelists in this session outline techniques for capturing, analyzing, and sharing contextual intelligence among self-service channels and with agents.

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