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SpeechTEK Europe 2011
25 - 26 May 2011 • Copthorne Tara Hotel • London, UK
SpeechTEK University • 24 May 2011
SpeechTEK Europe 2011 - Thursday, 26 May 2011
Track A
A202 – Multichannel strategies
11:30 - 12:15
MODERATOR: Nava Shaked, Head of Multidisiplinary studies - HIT Holon Institute of Technology. Israel

Customers can now interact with an organisation face-to-face, by voice email, and broadcast methods such as social media. The first presentation discusses how to create consistent personal interaction across all these channels by allowing systems to intelligently interact with one another. The second speaker presents a case study of how Deutsche Telekom customers will be able to use their mobile phone to not only access an IVR, but to also use the phone’s web browser to visually browse through the IVR.

More intelligence, fewer questions
David Lopes, Director, Technology and Business Development, GTS - Convergys
Case study: Multi-channel self care at Deutsche Telekom
Daniel Hendling, International Program Manager Mobile Web & Apps - Deutsche Telekom AG

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