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The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond



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About the Webcast

 For years, investments in the voice channel have taken backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone. 

With loyalty and revenue at stake, now is the time for your organization to reevaluate the role of voice in your omni-channel customer engagement strategy. Join guest Art Schoeller, Vice President and Principal Analyst at Forrester Research, and Nuance as we explore: 

1. Advancements in AI fueling the development and evolution of conversational voice interactions including: speech recognition, text-to-speech (TTS), Natural Language Understanding (NLU) and biometrics, machine learning and deep learning 

2. Strategies for delivering consistent, conversational voice experiences within and across IVR, virtual assistants and IoT devices 

3. Building the business case and gaining buy-in for a reboot of voice at your organization 

Space is limited. Reserve your seat now.

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About the Presenters

Art Schoeller, VP and Principal Analyst, Forrester Research

Art supports Application Development & Delivery Professionals who plan, build, and run unified communications and contact center workloads for enterprises. His 35 years of experience span the computer, communications, and software industries.  He is best known for his accomplishments with CTI while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard.

In addition, Art has served in various vice president and director positions at AT&T/Lucent and Dictaphone. While at Microsoft, he led the development of a unified communications and collaboration solution with Accenture. Art also filled leadership roles in analyzing these markets while holding director-level positions at Gartner Group and Yankee Group.

Rachel Ashby, Senior Principal Product Marketing Manager, Nuance

Rachel Ashby is the Senior Principal Product Marketing Manager for Nuance Core Technologies, including automatic speech recognition, text-to-speech and transcription engine and Nuance Analytics.  Before joining Nuance, she worked in various worldwide marketing and sales positions at IBM, including driving IBM Cloud marketing strategy, development and execution for global multi-million-dollar campaigns.  As an Associate Partner in IBM Global Services, Rachel worked closely with some of IBM’s largest Fortune 100 clients to plan and deliver successful software deployments.  She has over 20 years of experience in the high-tech industry.