April 9-11, 2018 | Renaissance Washington DC Hotel

Jessica Baeten

Jessica Baeten
Senior Manager
800.VERIZON
Verizon

Jessica Baeten is a call management technology professional with almost 20 years in this space.  She recently became the Senior Manager of the 800.VERIZON team at Verizon. The team manages all aspects of calls from Verizon Consumer Markets' customers including the integration with the digital channels and Verizon.com.  Some key projects she has worked on include: Conversational IVR, Voice Biometrics, NLU implementation, Dynamic Hold Messaging, Authentication & Fraud Detection, Ad Hoc Messaging, Increasing Call Intelligence through to the agent, and further integration with desktop systems. She is involved in seeking out opportunities to improve Verizon's caller experiences and predictive events across all channels using the latest new technologies & industry trends. Prior to this, she was the Manager of Strategic & Transformational Initiatives for the Voice Portals fully responsible for transformational planning and implementation activities for Verizon's call management systems.    

SpeechTEK 2018


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