Best Practice Forum
30th Nov 1999
This Best Practice Forum will look at how you can realise the benefits of using speech recognition and voice biometric (voiceprint) technology to:
- Identify the reason for your customer's call and route them automatically to the correct destination
- Generate agent time savings by reducing the need for agents to go through repetitive, lengthy and cumbersome customer identification procedures
- Improve customer convenience by providing a quick and effective way for them to identify and verify their identity without having to remember passwords or pin numbers
- Generate additional agent time savings by automating repetitive, high-volume call types using speech recognition, for example, branch locations or change of address etc. (Speech recognition self service)
Agenda Topics
Introduction Trends in the use of automated speech recognition in call centres.
Session One – Key elements of the ’Customer Front Door’; Understanding the concept of the ’Customer Front Door’; Identifying customer needs through effective call steering; Authenticating the customer through an ’identification and verification’ process
Session Two – Examples and case studies; Other speech self service examples that can sit behind the CFD Case study of VoiceVault voice verification technology delivering real business benefits. Implementation best practices in creating your own automated front door for your customers.
Datapoint has teamed up with partners and market leaders Avaya & VoiceVault to deliver a comprehensive programme that will bring these opportunities into focus for your organisation. Our events are free. You can register by contacting the Event Registration Team on +44 (0)203 159 0160 or registering on-line at www.datapoint.com/events.aspx.
Date: 18 September 2008
Time: 10:30am-4pm
Location: The Merchant Hotel, 35-39 Waring St Cathedral Quarter, Belfast