 | Strengthen Branding and Improve Customer Experience with Next Generation Speech and IP Telephony Joe Carey, President, Versay Solutions Learn how call routing and speech IVR solutions deliver a high-quality caller experience across geographically distributed enterprises.
Topics covered include: branding, intelligent call routing, and rapid deployment. Differentiating Your Contact Center by Providing a Qualified Customer Experience Mike Mastro, President, The Primas Group
Learn about different approaches to qualify the customer experience with your contact center and why an
automated solution using MSS can build a scalable process that requires little time or expense. | | Improving Agent Productivity with Speech and CTI Mike Hentges, CTO, Digital DataVoice Learn how a major industry contact center generated 35 percent more orders by routing misdirected calls to more
experienced agents. Increase Contact Center Efficiency by Delivering Better Information Faster Ming Chao, Senior Product Manager, Customer Care Framework
Learn how the Customer Care Framework delivers a contact center and multi-channel solution to accelerate your organization's ability to significantly
improve agent productivity while at the same time enhancing customer experience and increasing overall efficiency. | | Integrating Web and Telephony Self-Service for Maximum Results Herb Morreale, CTO, Gold Systems This webcast will feature speech deployments of two companies who integrated their Web and telephony interfaces
to gain big business benefits. Delivering an Integrated Contact Center Solution with CTI B. Chandra Mouli, Vice President of Software Engineering, Versay Solutions Learn how the Windows Server .NET platform and CTI enable enterprises to deliver personalized IVR automation,
intelligent call routing, rich customer-agent interactions, and end-to-end analytics. | | Improving TCO While Reducing Operations & Maintenance Costs Larry Rushing, Director of Vertical Solutions, Acclaim Telecom Services Based on actual customer data, this presentation analyzes the five-year cost of ownership of proprietary IVR systems. Speech Recognition Solutions — the Benefits & Best Practices Herb Morreale, CTO, Gold Systems Learn about the results of a recent speech recognition ROI survey conducted by Opus Research. Hear the key findings
on the payback period of speech technologies, what applications are providing the most payback, and some key metrics (both pre- and post-)
from real-world speech implementations. Introduction to Microsoft Contact Center Technologies Joe Parish, Director of Sales, Microsoft Speech Server & Vish Thirumurthy, Group Product Manager, Customer Care Framework
Learn about Microsoft's technologies for contact centers including Speech Server, Customer Care Framework and others.
Learn how these products work together to deliver a better experience for contact center managers, developers and administrators. |
