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Biographical Information
Heather Callahan
Manager - Information & Business Development
City of Toronto

Heather Callahan is the Manager of Information & Business Development at 311 Toronto. She was responsible for the implementation of Speech Analytics within the City of Toronto and is currently involved in several analytics projects aimed to offer the City of Toronto a better insight into the voice of their citizens and a significant return on investment. Heather has been invited to speak about her experience using Speech Analytics at many conferences in the US and across Canada including last year's Verint Conference in Baltimore and the KANA conference in New Orleans. Heather will be discussing the success that 311 Toronto has had in developing their Speech Analytics program and the opportunities they have discovered for a return on their investment.

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