How JetBlue is Replacing their $1,000 Speech Recognition Licenses for $15
- dramatically reducing costs, while improving customer satisfaction
Thursday,
August 14, 2008, 1:00pm ET
/ 10:00am PT
In the Spring of 2007 Duffy Mees, CIO at JetBlue Airways, made a gutsy decision to evaluate a product which promised high quality Speech Recognition for less than 1/50 the cost of his existing system. In this webinar, you’ll hear how this decision paid off in dramatic expense reduction, improved call handling, and increased customer satisfaction.
The historical pricing for Speech Recognition has kept its market penetration small, being used in less than 25% of all IVR and Call Center applications. Technology improvements have made it accurate and cost-effective, but often with high initial investments. Through the use of a little-known interface based upon industry standards, JetBlue was able to use their favorite IVR vendor, and was the first major corporation to deploy game-changing pricing for its speech technology supporting its customer support centers. Speech recognition is finally affordable to every enterprise, whether you are committed to a Linux, MS, or other platform.
Join us as Duffy provides the results of his ‘calculated risk’, and how you can now capitalize, risk-free, on this extraordinary market opportunity to implement the latest technology, while reducing Total Cost of Ownership (TCO) by over 75%. Joining Duffy Mees of Jetblue will be Tom Porter, Chief Operating Officer at Aumtech, and Albert Kooiman, Senior Technical Product Manager, at Microsoft’s Unified Communications Group.
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!
Charles “Duffy” Mees Vice President and Chief Information Officer
Jetblue Airways
Mr. Mees joined JetBlue in August 2006 as Vice President, Chief Technology Officer, responsible for the design and implementation of the low-fare airline's solutions to create efficiencies while improving the customers' and crewmembers' experience. Mr. Mees was promoted to Chief Information Officer in November, 2006.
Duffy has been credited with creating and continually improving the information infrastructure at prior companies, which has helped JetBlue grow its market advantage. Today, JetBlue customers and crewmembers benefit from an innovative and fresh approach to information technology.
Mr. Mees began his career in aviation as a corporate jet pilot, moving into information technology roles of increasing responsibility and impact. He was previously Chief Information Officer at Independence Air, CIO at Atlantic Coast Airways, and Director of Information Technology at Reno Air.
Albert Kooiman Senior Technical Product Manager
Microsoft
Mr. Kooiman is a Senior Technical Product Manager in the Microsoft Unified Communications team.
He is responsible for the extensibility and APIs of Microsoft’s real-time communications products like Microsoft Office Communications Server and Microsoft Office Communicator.
With twelve years of experience in the telephony and speech technology industry, Albert has been involved in projects encompassing the wide spectrum of speech driven telephony solutions currently in the market: from information systems to personal call assistants, from customer care solutions to value added services voice portals, based on pure telephony as well as multimodal systems, serving customers all over the world.
Albert holds a Masters Degree of the Medical Faculty of the University of Amsterdam, with specialization in Medical Informatics databases. He originally worked in the field of Hospital Information Systems and Medical Statistics.
Thomas Porter Chief Operating Officer
Aumtech
Mr. Porter is responsible for Aumtech’s daily operations and the Company’s Reseller channel. Tom joined Aumtech in 1997, with general management experience in the computer, chemical, and telecommunications industries. Prior to joining Aumtech, he served in executive roles in healthcare and industrial organizations, and in General Management and Business Development roles at Sun Chemical Corporation. Mr. Porter held sales and account management positions with Hewlett Packard. Mr. Porter’s range of experience includes strategic planning, market expansions, corporate turnarounds, mergers and acquisitions, and strategic partnering.
Tom received degrees in Computer Engineering, Mathematics, and Psychology from Syracuse University, and an M.B.A. in Management from New York University.
Brendan B. Read Senior Contributing Editor - Customer Interaction Solutions
TMCnet
Brendan B. Read is a leading contact center industry journalist, with extensive experience covering site selection, outsourcing, teleworking, staffing/training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other industry publications including 1to1, Call Center Management Review, Contact Management, and Direct Marketing News. His first article on teleservices, ‘TeleSell’, appeared in Electrical Wholesaling in 1992.
Read has been on the inside of teleservices, having provided corporate communications for a midsized teleservices agency and having worked the phones for election campaigns including setting up a successful home-based get out the vote program for a city council candidate.
