Customer Experience - Improving the Look with Visual IVR

Businesses are always seeking means to improve customer service, retention and workflow accuracy. Frustrated customers abhor hearing "Press 1 for this...press 2 for that". Visual IVR - combining a mobile visual component to traditional IVR, users are given a more natural experience with a combination of web and voice guidance to help them navigate menus more efficiently and eliminate numbered menus. Join APEX Communications and Dialogic during this webinar event to learn how Visual IVR improves the customer experience and can drive new revenue.

What attendees will learn:

How the Visual IVR revolutionizes the user interface of traditional voice-only IVR's to both exponentially improve the user experience and consistently deliver high levels of customer service satisfaction, while decreasing calls to agents and lowering overall cost. The APEX Visual IVR easily bridges the gap between mobile, self-service, and customer care with its omni-channel strategies and capabilities.

Visual IVR is part of a move to multi-media communications, driven by the natural experiences of everyday communications. An important foundation of this migration is software-based media servers, including Dialogic's PowerMedia XMS, a building block in the APEX Visual IVR solution.

What attendees will learn:

Directors, Vice Presidents, and Managers of Mobile Network Operators, Value Added Service Providers, and Enterprises looking to improve the productivity of their call/contact centers by enhancing their (Self-Service) Customer Care.

Presenter:

Kent Winter
Vice President of Sales. EMEA-Asia, APEX Communications

Kent Winter is Vice President of Sales, EMEA-Asia for APEX Communications responsible for sales and business development in Europe, the Middle East, Africa and Asia. Since he was originally hired in Germany in 1995 to develop APEX's European business, Kent has helped APEX deploy its Applications Server, Service Delivery Platform, and Service-Ready Solutions throughout the world with a remarkable variety of solutions deployed with Mobile Operators, Value Added Service Providers and OEMs. Winter lived and worked in Europe for 15 years and was responsible for OEM agreements with Siemens, Hewlett Packard, Digital Equipment, Ericsson, Avaya, and Aastra. Winter holds a Bachelor of Arts degree in Government from St John's University (MN) and is fluent in English and German.

Alan Percy
Senior Director of Product Marketing, Dialogic

Mr. Percy is the Senior Director of Product Marketing at Dialogic, responsible for the global marketing efforts to nurture the growing community of real-time communications and WebRTC applications developers with the rich media processing solutions from Dialogic. Included in his role, Mr. Percy is also responsible for developing and managing a number of strategic industry, consultant and analyst relationships. He is also a frequent industry speaker and contributes to a number of industry journals, podcasts, webcasts and blogs covering a range of communications and technology adoption topics.

Steve Leaden
Founder and President Leaden Associates, Inc.

Steve Leaden is founder and President of Leaden Associates, Inc., an independent Communications and IT consulting firm in business 25 years. Leaden Associates provides specialized support to enterprises in Unified Communications, VoIP, Contact Centers, converged networks, and Cloud-based architectures. Steve is a frequent speaker at national trade shows and can be found on Twitter as @SteveLeaden, and via LinkedIn.

Moderator:

Peter Bernstein
Senior Editor, TMC

Peter Bernstein is a seasoned writer and professional with deep experience in the communications and IT industries. As a top-level industry analyst, Peter has keynoted major technology events and has been cited numerous times by The New York Times, The Wall Street Journal, The Los Angeles Times, USA Today, The Washington Post, Business Week, Fortune Magazine, ComputerWorld, NetworkWorld, Communications Week, among other publications.