October 31, 2011
Webinar - This Thursday's Webinar: iPhones and Androids and IVRs! Oh My!
By Tammy Wolf, TMCnet Web Editor
Much like how Wizard of Oz’s Dorothy embarks on a long, mysterious journey before clicking her ruby red slippers to find her way back home, the IVR – a technology used solely as a customer service tool -- is now finding itself in unknown territory as it navigates amongst new contact center technologies.
For example, over the last few weeks since the revolutionary iPhone (News - Alert) 4S made its debut, the all-new voice control application Siri has taken center stage, playing a pivotal role in the transformation of self-service solutions such as IVR. As individuals increasingly trade in their basic devices for smartphones like the iPhone 4S and Android (News - Alert) models, contact centers must consider the impact on more traditional self-service solutions as well as how IVR capabilities, like an audio menu and touchtone interface, fit into this new smartphone age.
These questions, and more, will be answered in a jointly-hosted webinar by Dialogic and market research group Ovum (News - Alert), entitled “iPhones and Androids and IVRs: Customer Self-Service in the Smartphone Age.” Set to take place Thursday, Nov. 3, 12 p.m. EDT/ 9 a.m. PDT/5 p.m. London time, this webinar will address today’s consumer preferences for customer service based on surveys by Ovum, and the implications for innovating self-service solutions such as IVR.
Presenting this informative webinar will be Daniel Hong, lead analyst of Customer Interaction for Ovum, and Bud Walder, marketing director for Dialogic (News - Alert) Corp., a provider of video, voice and data for 3G/4G networks.
In addition to heading Ovum’ Customer Interaction research and consulting practice as part of the group’s enterprise team, Hong is responsible for the direction of contact center, self-service and customer experience research.
Walder, as marketing director for Dialogic, oversees unified communications and contact center market segment strategies and supporting activities. He previously held posts at Intel (News - Alert) Corp., Brother International Corp., and Office Business Systems, Inc.
Don’t miss out on this unique opportunity to learn more about customer self-service in the smartphone era. Register now for Thursday’s webinar!
Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Chris DiMarco