Presented By: Dan Miller, Senior Analyst and Founder, Opus Research; Eric Wasserman, Director of Platform Engineering, Voxify
On Demand - Live Date: January 2009
Contact Centers are increasingly turning to outside providers as the most cost-effective way to support their ever-growing portfolio of speech self-service applications. A managed service approach puts the responsibility and cost of maintaining high performance and high service levels firmly in the hands of trusted third parties. Yet contact centers should enter the decision making process with a full understanding of the services and administrative tools offered and the deployment options available that will promote the best user experience while meeting overall business objectives over time.
Dan Miller, senior analyst with Opus Research, will provide new research on the growth of managed service and the new ways that contact centers can improve the quality of care while reducing costs and risk. This webcast will:
• Define managed service and the new administration models
• Describe constant improvement and the importance of tuning
• Define analytics for speech applications
Dan Miller, Senior Analyst & Founder, Opus Research - Dan Miller has over 25 years experience in marketing, business development and corporate strategy for telecom service providers, computer makers and application software developers. Miller founded Opus Research in 1985 and helped define the Conversational Access Technologies marketplace by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech leverages Web services, mobility and enterprise software infrastructure. He also directed advisory services at IDC/Link, The Kelsey Group and Zelos Group. Miller received his BA from Hampshire College and an MBA from Columbia University.
Eric Wasserman, Director of Platform Engineering, Voxify - As the Director of Platform Engineering at Voxify, Dr. Wasserman leads the development of the Conversation Engine Development Platform® that is used to develop and manage highly conversational speech applications. Dr. Wasserman’s expertise is in speech, VoiceXML, Automatic Speech Recognition engines, web services, and Eclipse. He has held lead roles at Personify and the SAS Institute, Inc. Dr. Wasserman holds a BA from Rice University in Physics, Mathematics, and Philosophy. He holds a PhD in Physics from Harvard University.
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