Presented By: Daniel Hong, Lead Analyst, Customer Interaction, Ovum; Patrick Nguyen, CTO, Voxify
On Demand: Live Date - February 2010
Personalized IVR is the next evolutional step for phone-based routing and self-service in the new decade. Daniel Hong paints a picture of the challenges that the customer service industry faces today. He reveals how leading companies are differentiating themselves through Personalized IVR and how the solutions came to fruition and describes the key issues, drivers and trends that are shaping this market over the next five years.
A Personalized IVR Model is introduced. The model shows how to leverage existing data to enable higher levels of customer service and IVR cost savings. The model identifies three sources of relevant data that are critical to build intelligent applications: enterprise data; interaction history; and, contextual data. Leveraging the full value of this data need not be a multi-year, multi-million dollar effort. Rather, the Personalized IVR Model gives practical steps on how to use customer data from different channels to speed the completion of transactions over the phone. Realizing the value of your data enables game-changing and world-class customer service.
In this webcast you will learn: • The definition of Personalized IVR and the contact center technologies required in the solution • About companies and industries using Personalized IVR today • How to use the Personalized IVR Model to rapidly integrate existing data to create intelligent self-service
Daniel Hong, Lead Analyst, Customer Interaction, Ovum
Daniel Hong is part of Ovum’s technology R&A group where he heads the firm’s global Customer Interaction (CI) research and consulting practice. Daniel is responsible for the tactical direction of contact center markets and voice and video business technology research, analyzing trends, strategies and practices for voice solutions across CRM, enterprise, desktop, mobile and ubiquitous computing environments.
Patrick Nguyen, CTO, Voxify
Patrick Nguyen is the CTO of Voxify, responsible for the development of Voxify’s Conversation Engine Development Platform which enables the development, deployment, and management of enterprise-strength speech applications. A veteran technologist with over 15 years of experience, Mr. Nguyen is an expert in speech, data warehouse, e-business analytics, and CRM. He has held technical management roles at Personify, McKinsey & Company, and Australia’s Telstra Research Labs. Mr. Nugyen is a frequent speaker at industry conferences.
SIGN IN TO WATCH A RECORDING OF THE WEBCAST