Presented By: Elaine Cascio, Vanguard Communications; Participating Companies include Avaya, Envox, Nuance, TuVox and Voxify
Date: May 29th, 1:00 pm Eastern
Gone are the days of unaffordable, proprietary speech recognition. Nowadays, speech is becoming more affordable, based on open standards, and proven to work effectively across a range of industries and applications. More and more companies are opting for speech as they replace legacy touch tone systems or develop new applications. This panel will explore what’s driving market growth, and share their extensive experience for successfully designing, deploying, and managing speech self service.
How rapidly is speech being adopted in companies today?
What kind of usage should companies expect when they implement speech?
What kind of ROI are you seeing in speech implementations?
What are the most successful types of applications?
Like any technology, speech brings with it some challenges – what are they?
Is natural language ready for prime time or is some type of limited grammar or directed dialogue still the most effective interface?
What are some of the keys when transitioning from touch tone to speech?
What are some of the critical success factors for implementing speech?
Reports and metrics are critical areas where many companies do an inadequate job – what are some of the key measures of success for speech self service?
What skills and capabilities does a customer need if they want to manage speech self service themselves?
What are the next killer applications for speech self service?
About the Moderator:
Elaine Cascio is Vice President of Vanguard Communications Corporation, an independent consulting firm that specializes in designing and implementing strategic solutions for customer contact. Elaine is responsible for Vanguard’s self service practice, and manages projects in customer contact self-service strategy, voice response, ASR, and self service design. She has over fifteen years of experience in customer contact assessment, voice response application development, and user interface design. For the past ten years, Elaine has advocated customer centric voice response design and the importance of building self service strategies that provide customers with consistent, positive experiences, regardless of the channel they use.