Webcasts

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Webinar Details:
September 16, 2008, 3:00pm CDT
Register online at: www.intervoice.com/symitar0916

September 18, 2008, 11:00 am, CDT
Register online at: www.intervoice.com/symitar0918

Intervoice Banking for Credit Unions gives financial institutions a way to provide voice self-service to its members, through both speech and touchtone. Members calling into the telephone system can verbally identify themselves, their account and their requests without having to traverse complex menus. This packaged application is designed on an open standards platform, with built-in voice user interface and humanistic persona. Utilizing speech recognition, enhanced caller authentication and available voice biometrics, not only will you increase your automation rate but also provide stronger caller authentication. All this and more, with Intervoice Banking for Credit Unions 4.0.

• Authenticates each member based on something the user knows e.g. Date of Birth
• Robust feature set that makes self-service as effective as an interaction with a live agent
• Streamline member transactions with speech recognition including 38 short-cuts
• Unmatched security and privacy with voice biometric analysis as an optional module

Presented by:
Natalie L. Petouhoff, Senior Analyst, Forrester Research
Scott Manghillis, Senior Manager – Contact Center Solutions, Intervoice

Consistency and quality are the two most important aspects of customer care. Yet many enterprises still operate inefficient contact centers incurring high operational and management costs just to try and keep up with their customers’ demands. Find out why one of the world’s largest railroad and transportation service providers chose to revitalize their operation by switching to a more consistent, efficient and cost-effective solution in a hosted environment.

In this webinar, Forrester Research will take a probing look at the total economic impact this multi-million dollar mission-critical enterprise achieved by switching to a hosted solution, including:

• A higher level of service than the customer’s IT organization could provide to the corporation.
• Elimination of in-house, non-core, difficult-to-maintain voice technology capabilities, and subsequently the ability to re-deploy IT resources to non-IVR projects with high business value.
• An open standards-based IVR infrastructure with a longer life expectancy than the previous proprietary system.

Presented by:
Steve Cawn, Websphere Sales, IBM
Ron Settele, Enterprise Solutions Marketing Manager, Intervoice

Identity theft is the number one crime in the United States and is a growing threat around the world. In 2007 alone, 8.1 million U.S. adults were victims of identity fraud. With telephone-based service still being the preferred channel for customer care, call centers and IVR systems are particularly vulnerable as traditional methods of confirming the identity of callers are insecure.

Consumers today demand their financial, health and other information remain confidential and secure. They are not satisfied with PIN numbers, and content knowledge alone for identity verification is inadequate. Recent studies reveal consumers feel voiceprints are more secure and convenient and would enroll their voiceprint if given the opportunity.

In this webcast, voice security experts from Intervoice and IBM discuss how best to assess current call center and IVR systems, what risks are involved, and what security solutions best suit their specific situation. They will also discuss ways to enable organizations’ contact centers to meet and exceed the FFIEC and HIPAA guidelines for multifactor authentication in their telephone environment, reduce customers’ fear of fraud and misuse, while at the same time take full advantage of the latest functionalities in speech, touchtone and blended system options.

The telephone is still the most utilized channel for customer care.  However, today’s tech-savvy customers expect personalized service whether interacting with an IVR or live agent, or using a mobile phone or web channel.   Forward-thinking companies are implementing multi-channel contact center strategies.  However, this approach requires a more delicate balance of live agent service and self-service applications to suit a variety of customers’ need and preferences.

Presented by:
Ken Landoline, Program Manager, Yankee Group
Kevin McPartlan, Vice President & GM Contact Center Solutions, Intervoice

IVR systems have been used successfully for many years, but the next generation of voice technologies requires a more user-friendly and scalable solution for automated self-service. Voice portals are the logical next step in this evolution, thanks to their open, standards-based design and flexible deployment options. The movement of customer-facing applications to voice portals brings an increase in customer satisfaction through richer automated interactions and faster service.

Presented by:
Ian Jacobs, Strategic Analyst, Frost & Sullivan
Kimberley Drobny, Director of Enterprise Solutions Marketing, Intervoice

While IMS networks hold tremendous promise, creating new applications and evolving existing services to IMS networks can be difficult and costly. That’s why a carefully planned evolution, which takes into consideration not only future opportunities but also current needs, is critical. Described in this webinar are the top five criteria for developing successful applications in IMS.

• Transitioning existing applications
• How IMS can bring mash-ups to the telecom environment
• Providing the right foundation, including the importance of SIP and SOA

Presented by:
Scot Harris, Director of Network Product Marketing, Intervoice

Andy Smolenski, Director of Technical Alliances, Intervoice

Ken Lee, Director of Worldwide Product Marketing, BEA

Guest Speaker:  Dr. Jon Anton,
Adjunct Professor Purdue University,
Center for Customer-Driven Quality

We have discovered a new way to address total caller needs and to deliver better service at lower costs. In this webcast we will share the Total Caller Experience strategy that leverages traditional equipment and utilizes new technology such as speech recognition, rules engines, IP-based networks, and even home-based agents to enable complete solutions that delight callers, call center managers and line-of-business managers.

This webcast will cover:

• What are the key performance indicators to effectively manage a successful customer relationship?
• How does blending technology and application design enable improved customer communication and optimized operational goals?
• What is the overall strategy and best practice to build an effective and compelling Total Caller Experience?
• How does a Total Caller Experience Strategy increase customer loyalty and bottom-line profits?

Guest Speaker:  Dr. Jon Anton,
Adjunct Professor Purdue University,
Center for Customer-Driven Quality

Blend technology and design to deliver the Total Caller Experience . In today's global market - service, not price, is the durable differentiator. This 3-part series focuses on blending technology and design to optimize the total caller experience.

Guest Speakers: Joe Galvin, President of J Galvin & Associates; Former SVP of Customer Care for Dish Network and Erik Linask, Associate Editor, Technology Marketing Corporation

Blend technology and design to deliver the Total Caller Experience. View the first of this four-part webcast series as we explore how the Total Caller Experience approach can benefit companies of all sizes.

When we consider that 77% of inbound customer/enterprise interactions originate via a telephone connection, it becomes obvious that this service gap must be corrected before an enterprise can optimize its multi-channel customer service offering.

Join Yankee Group analyst Ken Landoline as he:

• Explores the evolution of voice self-service toward standardized web architectures
• Discusses the ways you can ensure your organization is prepared for the coming changes in the multi-channel customer service environment
• Presents "GUI vs. VUI" development
• Provides a future look into the advances in speech technology

Time: 1:00 PM Eastern  /  10:00 AM Pacific
Duration: 60-minutes

This webcast will cover:

• New trends driving growth in enterprise mobility
• Techniques to improve your mobile workers' productivity while reducing costs
• How to avoid mobility security issues
• Including contractors in your mobility strategy
• Reduce days to invoice
• Solutions that can be deployed in as little as 2 months, with ROI as fast as 4 months

If you're wrestling with how best to support home agents, then you can't afford to miss our webcast on home-based agents in the contact center. This informative session will provide you with valuable insights about how you can roll out home agents to optimize the quality and efficiency of your company's contact centers.

You will learn about:
  • Demographic trends during the home-based movement
  • Financial incentives available to call centers
  • How trends are helping drive a radically different
     business model
  • How your customers can benefit
  • How to make the business case

Presented by:
Joe McFadden,
VP of Marketing, Intervoice

Jack Heacock,
Senior Vice President, Telework Coalition

Tracey E. Schelmetic
Editorial Director, Customer Inter@ction Solutions Magazine

1. Would you like to hear what others are doing to “personalize” the calls that are handled by the IVR channel?
2. Are you still receiving a high percentage of “opt outs” in your current IVR channel?
3. Are you in the market for an IVR system?
4. Are you planning to add speech to your current IVR system?
5. Would you like a copy of our speech-enabled IVR Best Practices report?

If you answer yes to any of the following questions, you should join us for this summary installment of the Personalization Webinar Series. 

Find out why personalization matters to your customers and what it means for your business.  Led by Dr. Jon Anton, a leading expert in call center performance and best practices, the session will focus on the best practices that he believes makes the use of speech-enabled IVR work well, and concurrently ensure that the call handling feels “personal” to the caller. 

By attending, you'll receive a complimentary white paper, “Personalizing Customer Contacts Through High-Tech Channels”.