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| Contact Centre Technology Track |
| Tuesday, April 24th |
| 12:00 – 16:00 | Registration |
| 16:00 – 18:00 | Opening Session |
| 18:00 – 19:00 | Welcome Drinks |
| 19:15 – 23:00 | Dinner |
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| Wednesday, April 25th |
| 7:45 – 8:45 | Breakfast |
| 9:00 – 9:45 | Care 2.0: The Vision for Customer Care | Lynda Kate-Smith, Nuance
Care 2.0 is about optimizing interactions in an emerging and even staggeringly different "care" environment. Yesterday’s standards in serving a company’s "customers" are quickly being eclipsed by the demands of a population of consumers, partners and employees who are increasingly influenced by communities, who are increasingly mobile, and who are seeking goods and services in an environment where the time between innovation and commoditization is ever shorter. Retaining, satisfying and efficiently servicing “customers” in the era of Care 2.0 requires new capabilities to support, communicate with and understand “customers”. Our opening keynote will address what is needed to realize Care 2.0 success. |
| 10:00 – 10:45 | Customer Keynote Presentation | Florence Désert, Air France |
| 10:45 – 11:15 | Coffee Break |
| 11:15 – 12:00 | Nuance Recognizer v9 Overview | Krystyna Hirshman, Nuance
Organizations who have invested in speech-based self-service benefit from improved business performance. Learn about Nuance Recognizer v9, the best-of-breed speech recognition solution that dramatically increases the efficiency of self-service solutions, providing unparalleled reliability, accuracy, and ease of use.
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| 12:00 – 12:45 | Migrating to Nuance Recognizer v9 | Richard Breuer, Nuance
This session will help you plan an efficient and effective strategy for migrating to the exciting Nuance Recognizer v9. We compare existing engines to define what is new and what stays the same. We help you ask the right questions and gather necessary information to ensure that your analysis hits the mark. We introduce tools and other aids you may want to use, and we offer our advice to aid your project planning activities
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| 12:45 – 14:00 | Lunch |
| 14:15 – 15:00 | Succeeding with Text-to-Speech (TTS) | Adam Shearn, Nuance
Just as speech recognition systems can save time and money through better self-service automation, text to speech solutions can help the bottom line by replacing live agents with synthesized speech. By avoiding 'patchwork prompts' that detract from the caller experience, today's text-to-speech technology communicates information smoothly by transitioning seamlessly between canned phrases and frequently changing information. Join us to understand how to automate complex self-service interactions and even replace concatenated, prerecorded prompts by augmenting TTS technology with tuning tools like PromptSculptor and Nuance's custom voice program.
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| 15:00 – 15:45 | Multi-factor Authentication with Speaker Verification | Dan Faulkner, Nuance
Protecting your customers from fraud can be a resource-intensive task for any organization. The good news is that speech recognition and voiceprint identification can help lessen the burden by quickly confirming caller identities while cost-effectively complying with legislation. In this session, you'll receive a comprehensive overview of speaker verification technology and its applicability to your speech self-service systems. You'll discover how your organization can leverage its speech investment to help meet its compliance objectives.
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| 15:45 – 16:30 | Coffee Break |
| 16:45 – 17:30 | The Advantages of HumanTouch™ | Margaret Urban, Nuance
Misrecognitions frustrate not only callers but also UI designers, since the resulting error is often the result of an utterance being "more natural" than the dialogue can accommodate. Fortunately, a well-designed system taking advantage of HumanTouch can interpret the most common caller surprises, enabling the system to recover gracefully and keep the conversation going. This session analyses how a Human Touch caller-focused dialogue design can increase transaction completion rates by increasing caller comfort and control, while also decreasing call times. You’ll see and hear examples of robust parsing, one-step correction, and mixed initiative capabilities, and learn about some best practices for implementing them.
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| 17:30 – 18:15 | Call Steering: Say Goodbye to the Customer Maze | Jason Humphries, Nuance & Erik Naslund, TeliaSonera
Despite all good intentions, organizations often provide too many options within their self-service IVR systems, leading to customer confusion and dissatisfaction. Complex main menus often lead to misrouted calls and, ultimately, a negative customer experience. By contrast, call steering empowers callers to describe their specific needs and immediately be routed to their desired destination. In this session, you will learn how to implement call steering solutions to create accurate and cost-effective methods for directing customers within the contact center, eliminating complexity for the customer and getting them satisfactory results faster.
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| 18:15 – 18:30 | Closing Session |
| From 18:30 | Evening Entertainment |
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| Thursday, April 26th |
| 8:00 – 9:00 | Breakfast in Solution Showcase |
| 9:00 – 9:45 | Putting the Caller Back into Call Steering | Margaret Urban, Nuance
Creating a successful, exciting call steering application requires far more than powerful natural language understanding at the top level. Designers need to take into account existing speech and DTMF sub applications, routing destinations, and business rules and goals. Most importantly however, they must build around the needs and expectations of the application's callers. Dialogue strategies for elements such as confirmations, agent transfers, landmarking, and back off menus must be based on real caller data. This session will touch on data collection and caller populations, and show how to create the call steering application that best addresses your callers' needs.
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| 9:45 – 10:30 | A Look Ahead: Next Generation Products and Services for Care | Vlad Sejnoha, Nuance
Over the years speech technology has continued to break the boundaries of what is possible -- enabling new and innovative applications across multiple industries. As Care 2.0 becomes a reality, proven technology will be the backbone to elevating customer experience. This forward-looking session will open your minds to the possibilities of where speech can take you next.
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| 10:30 – 11:30 | Coffee Break |
| 11:30 – 12:00 | It’s not just for Gen Y!! The Amazing Race, part deux
In October, we soundly beat the texting Guinness World record holder in the Amazing Race at Conversations in Orlando. In February, we amazed hundreds of challengers who tried to beat speech when searching, downloading and dictating in the Amazing Challenge at 3GSM in Barcelona. What's next? Join us for the next Amazing event -- live! |
| 12:00 – 12:30 | Time to Act: Elevate Your Customers Experience | Steve Chambers, Nuance |
| 12:30 – 14:00 | Lunch |
| From 14:00 | Departures |
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