Presented By: Joe Alwan, Vice President and General Manager, BBN Technologies
On Demand - Live Date: October 2010

You need the operational and strategic insights that speech analytics promises. But the obstacles seem insurmountable. Getting your recording system ready for analytics is a big project itself. And then you have to pick which centers will get analytics within your available budget. Even then, you won’t have visibility of transfers or partner-handled calls – not to mention what happens in your IVR.

And what about staffing? How and where will you find the resources and expertise to get real business value from new analytics technology?

In this webcast, you’ll learn about:
1. Solutions that eliminate the obstacles of premise-based speech analytics.
2. How you can get analytics quickly – with no additional software, no new servers, and no need to send recordings outside your company.
3. A unique hosted analytics solution that gives you a complete view of customer experience, including all transfers, all partner-handled calls – even your customer’s experience in your IVR.
4. How hosted solutions provide everything (technology and expertise) in a low-cost, low-risk, pay-as-you-go model.

	Joe Alwan is the Vice President and General Manager of AVOKE Caller Experience Analytics at BBN Technologies. Based on 30 years of research and practice, companies select AVOKE Analytics to optimize customer satisfaction, revenue & cost efficiency. Joe was previously VP/GM of call center solutions at Empirix, and has 25 years of experience turning technology innovation into practical business solutions.
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