April 9-11, 2018 | Renaissance Washington DC Hotel

Focus Areas

Enhancing Calls

Tuesday, April 10, 2018

D201 - Hybrid App in Emerging Markets

10:45 a.m. - 11:30 a.m.
Dr Inderpal Mumick, Founder, CEO & Chairman, Kirusa

Learn how a service combining cloud delivery with integration into multiple mobile networks (Hybrid-OTT) provides enhanced call completion for both smart- and non-smartphone users in Africa, where smartphones have limited, though growing, penetration. The service enables users to receive missed-call and voicemail notifications, and respond to them in the form of texts, voice, or rich media over data. The service has reached adoption of more than 25% in some countries, with 2.5 billion calls every month, and more than 100 billion calls in the aggregate. Learn about the challenges Kirusa discovered and how we overcame them.

D202 - How Your IVR Can Become the Virtual Assistant Your Customers Demand

11:45 a.m. - 12:30 p.m.
Allyson Boudousquie, VP Market & Product Strategy, Concentrix

That trusty old touchtone application has been your traffic cop work horse for years. With the evolution of technology—and customer care expectations—it’s not enough to just contain calls anymore. Customer effort is a primary concern as the cost of consumer churn is taking a toll on businesses. Converting your IVR into a smart, conversational calling experience is easier than you think, and it doesn’t have to stop with the IVR channel. Let us show you how AI technology has evolved to holistically improve customer care for your contact center.

D203 - Hearing, Seeing, & Doing: Cognitive Load in Interactive Multichannel Design

2:00 p.m. - 2:45 p.m.
Dawn Harpster, User Interface Designer, Customer Experience, Performance Technology Partners

Today’s multimodal interactive systems may require users to interact with traditional voice IVRs while simultaneously requiring them to interact with a text-based system (ITR) and possibly other technology as well. Designing a customer experience for more than one mode at a time presents unique challenges. Learn techniques for designing and testing a usable and user-friendly, multimodal interaction. We present findings from studies in which users were observed interacting with a text IVR, voice IVR, and other technology simultaneously.

D204 - Marry Visuals With Bots for Twice the Customer Experience

3:00 p.m. - 3:45 p.m.
Richard A. Davis, CTO, Radish Systems

We explore how bots can be effectively used by businesses to improve communications with their customers and reduce costs in the process. Phonebots often provide a poor user experience due to the limits of natural language processing (NLP). Adding a visual channel to an ordinary phone call takes the pressure off NLP to interpret what a user wants and brings the call up to the same data-rich level as other channels, thus encouraging the user to stay with the bot.

D205 - Speech-Driven, In-Queue Music and Messaging Slays the ‘On-Hold Problem’

4:30 p.m. - 5:15 p.m.
Marcus Graham, CEO, GM Voices

“On-hold” has been the black eye on the caller experience for years. The on-hold portion of the customer interaction has been largely the same—REALLY BAD. While the user waits in the call center queue, give the caller control of through a personalized call waiting experience which might include choosing licensed music (country, pop, rock, sports, etc.), presenting relevant messages based on their customer profile and history, provide an estimated wait time and offer to call the user back. Let’s make the “on-hold” time enjoyable and useful.

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