How banks, brokerages, distance learning companies and others build a business case for and deploy voice authentication in the cloud
How practitioners overcome common barriers to adoption within their organizations
Why using voice creates a better customer experience
Practical measures for ensuring the proper level of security and accuracy

Join Voxeo’s John Amein, Voice Biometric Group’s Peter Soufleris and Opus Research’s Dan Miller as they share perspectives on voice biometric-based applications and use cases, and why many companies look to cloud-based service providers to help them add voice authentication to their service offerings.

Live Webcast: Voice Biometrics: Voice-based Authentication in the Cloud

Thursday, March 20, 2012 — 1 p.m. EST / 10 a.m. PST
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The

Live Webcast: Voice Biometrics: Overcoming Barriers to Adoption

Thursday, February 2, 2012 — 10 a.m. EST / 7 a.m. PST
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Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy

Monday, July 25, 2011, 9pm PDT / Tuesday, July 26, 2pm (AEST) / 4pm (NZST)
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Opus Research’s Dan Miller introduces a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank. Rufati will deliver a presentation that includes details about how Westpac encourages customers to use a multiplicity of communications channels, including social media platforms, to conduct their banking and satisfy customer care requirements. Based on “Net Promoter Scores,” they have tangible evidence that they have turned customer into advocates.

Visit this site to reserve your place.

Tuesday, July 19, 2011, 9pm PDT / Wednesday, July 20, 2pm (AEST) / 4pm (NZST)
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Opus Research’s Dan Miller introduces a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank. Rufati will deliver a presentation that includes details about how Westpac encourages customers to use a multiplicity of communications channels, including social media platforms, to conduct their banking and satisfy customer care requirements. Based on “Net Promoter Scores,” they have tangible evidence that they have turned customer into advocates.

Live Webcast: Voice Biometric Use Cases from the Market Leader

Tuesday, March 1, 2011 — 11 a.m. EST / 8 a.m. PST
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February 2-3, 2011 | San Francisco, CA

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Agenda & Presentations

Wednesday, February 2, 2011

1:00 p.m. – 1:45 p.m.

Intro to Conversational Commerce

Speaker:
Dan Miller, Senior Analyst, Opus Research
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1:45 p.m. – 2:30 p.m.

Where Does Support End and Marketing Begin — and Vice Versa? 

Speakers:
Philip Soffer, VP, Product Marketing, Lithium
Julian Aldridge, Founder/president ENACT
Chris Carfi, VP, Digital Edelman Silicon Valley
Pete Blackshaw, EVP of Digital Strategic Services, NM Incite

2:30 p.m. – 3:00 p.m.

Case Study: Cisco – Spanlink

Speaker:
John Hernandez, Vice President/General Manager Customer Collaboration Business, Cisco
Eric LeBow, VP of Professional Services, Spanlink Communications

Break

3:30 p.m. – 4:15 p.m.

The ROI of Social Conversations — What Metrics Should Apply?

Speakers:
Dr. Natalie Petouhoff, Chief Strategist Digital Communications Group, Weber Shandwick
Marc Davis, Partner Architect, Microsoft
Dennis Yu, Managing Principal of Facebook Marketing, Webtrends
Mayur Anadkat, Manager, Product Marketing, Alcatel-Lucent

4:15 p.m. – 5:00

VRM vs. CRM Who Controls the Conversation?

Speakers:
Michael Becker, North America Managing Director, Mobile Marketing Association
Julian Gay, Product Manager, Enterprise Services at Orange San Francisco
Dean Landsman, President Landsman Communications Group
Prakash Kondepudi, Senior VP, Intelius
Mary Hodder, Founder, Wellness Mobile and Dabble

5:00 p.m. – 7:00 p.m.

Conversational Commerce Networking Reception

Sponsored by Localeze

Thursday, February 3, 2011

9:00 a.m. – 9:45 a.m.

A Conversation with the Networks

Speakers:
Doug Kilponen, SVP, Business Development MerchantCircle
John Kim, VP, Products, Pelago
Sumir Meghani, Director Business Development, Groupon
Jed Nachman, VP Sales, Yelp

9:45 a.m. – 10:30 a.m.

Shaping the Conversation: Search, Reputation and P2P

Speakers:
Barbara Coll, CEO, WebMama
Simon Hayhurst, SVP, Promote Marketing, Autonomy
Wendy Lea, CEO, Get Satisfaction
Ben Straley, CEO, Meteor Solutions

10:30 a.m. – 10:45 a.m. – Break

10:45 a.m. – 11:30 a.m.

A Parallel Universe: Social CRM for SMBs

Speakers:
Craig Donato, CEO & Founder, Oodle
Perry Evans, Founder and CEO, Closely, Inc.
Brendan King, CEO, Vendasta Technologies
Sebastien Provencher, VP of Product Management, Praized Media

11:30 a.m. – 12:15 p.m.

Taming the Hydra: Customer Care in a Mobile and X-Platform World

Speakers:
Ted Bray, VP, Contact Center Solutions, RightNow Technologies
Robin Carey, CEO, Social Media Today
Tom Cotney, President & CEO, Air2Web
Tim Moynihan, VP Marketing, Empirix

12:15 p.m. – 1:30 p.m. – Lunch

1:30 p.m. – 2:15 p.m.

Case Study: Bridging the Gap-Call Analytics and Call Mining

Speaker:
John Busby, Vice President of Advertising Platforms, Marchex

2:15 p.m. – 3:00 p.m.

VC Panel: What’s on the Horizon?

Speakers:
John Gardner, Managing Partner, Nokia Growth Partners
Dev Khare, Vice President, Venrock
Jules Maltz, Principal, Institutional Venture Partners
Michael Yang, Managing Director, Comcast Interactive Capital

3:00 p.m. – 3:15 p.m. – Break

3:15 p.m. – 4:00 p.m.

Case Study: Lithium and MyFICO Community

Speakers:
Barry Paperno, Consumer Affairs Manager, FICO (Fair Isaac Corporation)
Paul Gilliham, Director of Customer Marketing, Lithium Technologies

4:00 p.m. – 4:45 p.m.

The Age of the Individual: From CRM to VRM

Speakers:
Anders Jones, Director of Business Development, RapLeaf
Tatyana Kanzaveli, CEO, Social CRM World (SCRM)
Alisa Leonard, Director Experience Planning, iCrossing
Mark Plakias, VP of Strategy, Orange San Francisco
Drummond Reed, Board Member, iCard Foundation

Our recent survey results reveal that the use of social media collaboration and community-building is becoming as commonplace in the enterprise as the use of the traditional email and conferencing systems that IT departments have endorsed for years. It is becoming increasingly clear that when organizations add social media strategies and tactics, they increase their competitive edge, engage customers and promote loyalty and longevity.

Click here to view the playback.

You can also obtain a free copy of the survey results from Empirix by following this link.

Speech Recognition – Getting It Right

Webcast on-demand

Effective change management and staff engagement in a risk averse environment. How the Australian Department of Defence introduced an open menu voice recognition system which didn’t upset the customer whilst dramatically reducing queue times and reducing average handle time by 15%.

Speakers:

• Dan Miller – Senior Analyst, Opus Research
• Luke Johnston – Business Integration Coordinator, Australian Defence Service Centre

Tuesday, June 1, 2010 — 1 p.m. EDT / 10 a.m. PDT
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The proliferation of smartphones, e-commerce Web sites and social networks has cultivated a new generation of highly connected “anywhere customers” who are taking command of “how, when and why” they are interacting with their selected vendors and service providers.

In this webcast, Dan Miller with Opus Research and Zor Gorelov, CEO with SpeechCycle, will showcase:

• Changing patterns in self-service and assisted service as customers take command
• Strategies for customer care architectures that leverage internal resources and provide consistently good experiences
• Best practices for enriching the customer experience across multiple media and modalities
• New forms of customer dialogs that blend automated speech, visual components, live agents and text as appropriate.

Attendees of the webcast will receive a free white paper (“Reaching the Anywhere Customer”) published by Opus Research detailing the new roles for contact centers in customer interactions.

Tuesday, April 13, 2010 — 1 p.m. EDT / 10 a.m. PDT
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Web-based search, commerce, and entertainment — coupled with the human urge to “go mobile”– is making our activity more virtual. In this always-on world, unwanted access to personal data stores is leaving transaction streams vulnerable to fraud. Join Opus Research and TradeHarbor for a discussion of how the two pillars of “something you know” (a PIN or Password) and “something you have” (a physical token, PC, or cellphone) can be easily augmented with unique aspects of “something you are,” in this case your voiceprint.