• Where speech technology pays off: delivering savings and revenues
• How do the best call centres use speech technology?
• How to use speech technology to get and hold on to your customers
• The role of standards and the outsourcing option
• Developing a speech strategy: application, platform and vendor selection

• Where is speech technology within a business context?
• Does your company have a long-term vision for speech recognition?
• Basic building blocks for a global and enterprise-wide speech strategy. 
• Which applications are hot, which are not?

• What was the rationale behind a speech-enabled national directory service?
• How has the service been implemented and which market was it addressing?
• What has the response been from users and how do you measure overall success?
• Lessons for launching innovative speech products on a large scale

• How can speech technology be successfully deployed?
• Where do the potential challenges to implementation lie?
• How can false starts and poor technology management be avoided?
• How can operational efficiency be maintained throughout the implementation phase?

• A speech application may suit your HQ, but can the same application realistically run in the smaller branch?
• Scalability – it’s not just an issue of how large it can be, it’s about making smaller application cost effective too
• Building a common image across all voice entry points to an organisation
• Can the same application realistically work in multiple sites with different IT infrastructures?

• How best to facilitate a smooth integration of IVR, ASR and TTS
• Leveraging new voice applications in to existing systems
• Maintaining an effective speech application
• How can future speech applications be deployed and effectively integrated?

• What does integrating TTS and ASR mean for your business?
• Understanding what you do and do not need to control
• Being effective can be just as good as sounding nice
• Try before you buy – if it takes too long to build, you probably have the wrong vendor
• Case study: how to create and manage a successful customer interface 
• What are the training and maintenance considerations of integration?

Sponsored by:

• What is hype and what is reality in the tumultuous world of speech?
• What really drives ROI, TCO, CAPEX and OPEX?
• How do speech solutions cut operational overheads?
• Case study: measuring ROI for Pythagoras Communications, through investment in speech enabled payments

• What is the price of speech technology? 
• Reducing bottom-line costs
• Ensuring a short payback period
• Increasing revenue in the long-term

• How to implement multi-channel banking
• Automating routine transactions and product information
• How do customers respond to an automated banking system? 
• A look to the future for voice enabled banking  
  

• Learn about the process of creating a successful Speech Persona 
• Understanding how your persona reflects and relates to your company’s brand image
• Users perceptions – pros and cons of a speech persona
• Leveraging your persona through multi-channel approach as your virtual agent

• Delivering breaking news, restaurant reviews, ticket purchasing and renewing your passport
• Ensuring easy navigation and usage through voice commands
• Can TTS work effectively without ASR and vice-versa?
• What are the areas for development, as perceived by mobile operators?

• What is the European approach to speech technology?
• Why is TTS not just a speaker replacement? Expressive voices; audio mixers; multi-language capabilities.
• ASR technology deployment in an operative environment: phonetic learning; spoken dialogue system; speaker verification.
• What business uses are there for voice portals?

• What are the driving factors behind automating customer service?
• Lowering costs while maintaining customer satisfaction
• What percentage of calls can be automated?
• Has speech technology improved customer care?

• What are the limitations of speech recognition in terms of customer satisfaction?
• Is there a danger of frustrating customers and failing to provide the service they expect?
• Dealing with caller accents and complex enquiries?
• What steps can be taken to give the technology a ‘human’ touch?

• What was the starting point for providing customer satisfaction with a speech portal?
• Increasing customer acceptance via incentives and new pricing models
• Implementing ASR and natural language understanding (NLU)
• Identifying the basics for further developments in ASR services

• To what extent and how should speech recognition been deployed?
• Has there been a sustainable improvement in performance and efficiency? 
• Dealing with routine calls and reducing call duration
• What is the ultimate speech recognition scenario for call centres?

• What are the strategic reasons for deploying speech recognition in a highly competitive industry?
• Can speech applications gather information, in order to sell other services to customers?
• Allowing operators to deal with complex calls and increasing staff retention rates
• What caller feedback has there been regarding the ASR application?
• What is the strategy for developing ASR in future voice services?

• How to combine speech and data services using standards based technologies to decrease costs and improve ROI
• Leveraging existing IT and network investments in the deployment of speech services to ensure operational efficiency
• How to determine the revenue potential and market demand for voice-enabled services 
• Where to from here? - The future of speech technology and your business

• How has the Royal National Institute for the Blind developed applications to assist visually impaired people?
• What improvements have there been in speech enabled book and magazine production? 
• Voice access to complex data catalogues, PDAs and e-commerce?

This practical workshop will explore the uses and benefits of speech recognition solutions. It will lead you through building an effective business case to launching your successful speech solution.

The workshop is ideal for companies both beginning to investigate speech and those interested in expanding their current use of speech. It is also a great way to introduce a voice identity to your speech solution, which will reflect your corporate brand.

Tim Howling, Sales Manager, UK & Ireland

• Analysis of different business models for speech solutions
• Cost savings in call centres; key parameters
• Revenue generation opportunities for service providers
• Soft factors influencing your ROI

Dragana Miljkovic, Design Leader

• Creating a voice identity
• Designing and branding call flow

Jennifer Axelrad, Marketing Manager

• The right market launch strategy is key to maximise usage and accelerate ROI
• Successful launch strategies: do’s and don’ts
• Ensuring consistency of your corporate brand; and branding your speech solutions

Mike Thompson, VP International Marketing

• Learn how companies around the globe use speech solutions to increase customer satisfaction and reduce costs