Mobility and advanced applications are changing the way consumers manage their lives and interact with companies. While this trend is creating significant opportunities for key mobile and application providers, it is also changing the dynamic within the call center. As this evolution continues, call center solutions will be needed to support the trend.
This recent Telecom Reseller (News - Alert) piece shared some updates on the upcoming 2011 SpeechTEK (News - Alert) Conference and Exposition, scheduled for August 9. A key focus factor is the integration of smartphones and the proliferation of applications for mobile devices and how these trends have heightened user expectations in terms of the speed and availability of service.
The reality is that these heightened expectations creates both challenges and opportunities. To turn challenges into increased opportunities, companies need to leverage call center solutions such as speech technology.
Capitalizing on this concept, a distinguished panel of industry experts will discuss, Mobility – A Game-Changer for Speech at the event. Serving as the keynote address, this topic will feature Bruce Pollock, Vice President for Strategic Growth and Planning, West Interactive (News - Alert); Mike Phillips, co-founder & Chief Technology Officer, Vlingo; Mazin Gilbert, Executive Director of Technical Research, AT&T and Vlad Sejnoha, Senior Vice President and Chief Technology Officer, Nuance Communications (News - Alert).
Highlighting the importance of mobility in call center solutions, these experts will discuss how mobile devices are dramatically changing the way in which customers interact with businesses. They will also explore how new speech-enabled applications will be used in the future on mobile devices, as well as how voice-user interfaces will be combined with graphic interfaces.
This topic is important in call center solutions in terms of the customer acceptance level of voice technology, as well as the role speech-enabled applications play in the creation of effective and efficient customer interfaces. As consumers continue to adopt mobile devices as their primary tool for communications, voice automation will continue to become a more critical component in call center solutions.
There are many who suggest that if applied correctly, mobility could be the game-changer within call center solutions.
The annual SpeechTEK Conference and Exposition is now in its 17th year and is the speech technology industry’s largest showcase of best-practices and innovations. Attendees to this event include corporate leaders, decision-makers, customer service managers, end-users, and voice interaction designers and users. The conference is a three-day event, set to take place at the New York Hilton.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by Chris DiMarco