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DSW Steps Out with Self-Service: How to use Speech
Self-Service to Rapidly Grow Your Business
Thursday,
May 8, 2008,
2:00pm EST
/ 11:00am PST
Voxify speech self-service solutions deliver customer service excellence. DSW selected Voxify to deploy 5 applications simultaneously in tandem with the launch of its strategic online store. No other vendor could deliver sophisticated, intelligent applications in the aggressive timeframe that DSW required.
DSW is the famous shoe retailer that sells discounted brand-name footwear for men and women through 245 stores in 35 states. The company has a strategic plan for growth which includes building an online store to expand its reach. The company is aggressively investing in advanced technologies to provide a distinctive shopping experience including self-service for the phone channel. The complete suite of speech self-service applications will dynamically adjust to each caller providing a personalized interaction. DSW is a saavy technology leader and when it comes to self-service, the shoe fits.
Learn how:
- Self-service is used to rapidly grow a business
- Multiple self-service applications can be deployed simultaneously
Who should attend?
Contact center, IT, customer service, and customer experience professionals
Attend the webcast and you can win a $100 DSW gift card!
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!
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Presenters: |
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Antonio Colicchio
Director of Customer Operations, DSW
Antonio Colicchio is an experienced contact center executive in the retail industry. As Director of Customer Operations, DSW, he is accountable for the company’s strategic initiative to create a state-of-the-art, direct to consumer online store which includes building out a new contact center with speech self-service. Prior to DSW, Antonio held a leadership role at Limited Brands, parent of Victoria Secrets, where he led a strategic initiative to advance the company’s contact center technologies. He implemented a broad range of contact center technologies including: ACD, IVR, speech recognition, workforce management, call recording/quality monitoring, desktop solutions, and reporting systems. Antonio holds a Bachelor’s Degree from John Carroll University.
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Jay Emmons
VP Customer Operations, Voxify
Jay Emmons brings worldwide customer operations expertise to Voxify with over 25 years in managing operations and customer support.
Ms. Emmons was VP, Worldwide Customer Operations for Autodesk where she achieved a 50% year-over-year customer satisfaction increase and was instrumental in executing the support and deployment strategies to facilitate Autodesk’s growth in revenue from $800M to $1.85B over the past 5 years. She has held executive roles at Adobe and Bertelsmann in operations, customer support, and sales operation. She holds a Bachelor’s degree in Business Administration from York College of Pennsylvania.
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Erik Linask
Associate Editor,
Technology Marketing Corporation (Moderator)
In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute. |
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