"Personalization: How it’s done" – the Intervoice solutions.

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FREE Webinar

"Personalization: How it's done"
– the Intervoice solutions.

August 15, 2006 • 1:00 pm EST

In a global market, service – not price – is the durable differentiator that builds loyalty, delights customers and thwarts competitive threats. Great service on every touch-point creates lasting relationships that increase market and wallet share. The more personal and consistent that experience is in both automated and assisted encounters, the better it feels to the recipient – and the more loyalty it builds for you.

Unfortunately, voice automation has had a lot of negative exposure in recent months. But poor design – not technology – limits the quality of automated service. Intervoice has specialized in voice automation solutions that deliver the highest quality of service since 1983. Let us show you how to deliver rich, consistent, personal service with a series of three webcasts in July and August.

We'll kick off the series with Part 1 "Personalization: What is it?" on July 25, 2006. Here, Blade Kotelly, noted author, human factors expert and Chief User Interface Designer for Intervoice will describe the features and benefits of personalized voice automation systems. Blade will also lead Part 2 "Personalization: The Intervoice Solution" in August, and demonstrate our unique approach to personalization with real and simulated before-and-after examples. Respected author, academic and call center guru, Dr. Jon Anton, will lead the final installment – Part 3 "Personalization: Why it matters & how you measure up" on August 29.

As a bonus, 10 participants at each event will win a copy of Blade's book 'The Art and Business of Speech Recognition – Creating the Noble Voice'.

Speakers:

Blade Kotelly,
Director of the Design Collaborative for Intervoice

Blade Kotelly is the Director of the Design Collaborative for Intervoice, today’s host and a leading provider of innovative customer service solutions for more than 23 years. A respected industry expert, best selling author, and lecturer at Tuft’s University, Blade has designed award winning speech solutions for companies around the globe for more than a decade. A passionate customer service advocate, one of his most influential projects maybe the flight information system developed for United Airlines which revolutionized customer service by automating and personalizing the user experience. Julie Vallone wrote in "Investor's Business Daily", "By the end of the conversation, you might want to take the voice to dinner."

Robert Liu
TMCnet Executive Editor

Robert Liu is the Executive Editor of TMCnet, the news and information portal of Technology Marketing Corporation, and is a frequent contributor to INTERNET TELEPHONY and Customer Inter@ction Solutions magazines.

Robert's 15-year communications career runs the gamut spanning from the print world to television and to the Internet. He has covered business and technology writing for Dow Jones, Bloomberg Business News, CNN and Jupitermedia's internetnews.com Web site. He has served as a producer at CNN, Headline News and A&E Television Networks. He has also served in a media relations/public relations role for Thomson Financial Securities Data, KMPG and most recently HotJobs.com, in which he was responsible for investor- and public-relations advisory guiding the Internet job board through its IPO.

Robert holds a Bachelor's of Arts degree from the Annenberg School of Communications at the University of Pennsylvania. He currently resides in Ridgefield, Conn.

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