Webcasts
Webcast: Fulfilling the Promise of Voice Authentication – The Passive Approach
Wednesday, April 24, 2013 — 2 p.m. EST / 11 a.m. PST
Webcast On-Demand – Watch Below
Participants in this free webinar learn about the new approach to caller authentication and fraud detection, and hear how major financial institutions are implementing passive voice biometrics in the call center.
Join Opus Research’s Derek Top and Victrio’s Vipul Vyas (VP of Client Development) and Joe Schmid (VP, Product Management of Authentication Solutions) -Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they provide a primer on “passive voice biometrics” highlighting enrollment & verification and examples from real-world field implementations showing business results and performance metrics
Webcast: Transforming Customer Engagement to Positive Customer Advocacy
Tuesday, September 11, 2012, 11am Eastern Time / 8am Pacific Time
Webcast On-Demand – Watch Below
Join Opus Research’s Dan Miller and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction by designing voice applications help callers get things done quickly and efficiently.
Webcast: Transforming Customer Engagement to Positive Customer Advocacy
Tuesday, July 19, 2011, 9pm PDT / Wednesday, July 20, 2pm (AEST) / 4pm (NZST)
Webcast On-Demand – Watch Below
In this webcast, Opus Research’s Dan Miller will 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.
Webcast: Voice Biometric Use Cases from the Market Leader
Tuesday, March 1, 2011 — 11 a.m. EST / 8 a.m. PST
Webcast On-Demand – Watch Below
Chuck Buffum, VP Authentication Solutions, Mobile & Enterprise Division at Nuance, joins Dan Miller for a webcast to share perspectives on the trends that are shaping the global marketplace, including real-world use cases for contact center, mobile, outbound and forensic applications. The webcast will also delve into Nuance’s acquisition of PerSay, how the product lines are coming together and what factors are shaping the future product roadmap.
“Social Media in Your Company: Smashing Silos and Connecting with Customers”
Thursday, December 16, 2010 — 1 p.m. EDT / 10 a.m. PDT
Webcast On-Demand – Watch Below
This webcast reviewed the results from a recent Opus Research study on the role of social media in today’s organizations. Among other things, the survey revealed the fact that that despite growing evidence that new communication channels foster stronger customer relationships, only 45% of contact centers surveyed use social media to communicate with customers.
To replay the content, click here.
In this webcast, Dan Miller of Opus Research joined Bob Hockman of Empirix (sponsor of the study) to describe the trends shaping the social enterprise and the competitive advantages to be gained. Additionally, the presenters detailed steps to take to mitigate technological and business risks during these transformational times.
“Recombinant Communications: Extending Care to Anywhere Customers”
Tuesday, June 1, 2010 — 1 p.m. EDT / 10 a.m. PDT
Webcast On-Demand – Watch Below
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.
“Speech Recognition – Getting It Right”
Wednesday, April 28, 2010 — 4 p.m. PDT
Webcast On-Demand – Watch Below
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
“Meeting New Demands for User Authentication”
Tuesday, April 13, 2010 — 1 p.m. EDT / 10 a.m. PDT
Webcast On-Demand – Watch Below
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.
“Multi-Channel Customer Care: A Survey of Consumer Preferences”
Webcast On-Demand – Watch Below
In both preference and practice, people have established personal preferences in how they interact with selected vendors. A recent Opus Research survey shows the increasing sophistication in how consumers choose shopping and support options based on these preferences.
Among the survey highlights, it is clear consumers first identify products or services to purchase online. Subsequently, consumers apply all means of communication — including search, toll-free numbers, social networks, and mobile interactions — to pursue and support these transactions.
While phone-based customer support remains an important link in customer conversations, the survey provides empirical evidence that merchants and their technology providers need to extend support to all communications channels — including those with which their customers are growing most comfortable.
In this free webcast, Dan Miller, senior analyst with Opus Research, and Dan York with Voxeo, discuss the survey results and how emerging modalities (chat, IM, SMS, video) are influencing merchants in developing customer care solutions.
Speakers:
Dan Miller – Senior Analyst, Opus Research
Dan York – Director of Conversations, Voxeo
To receive a copy of the slide presentation from the webcast, please email Derek Top, Director of Research, Opus Research.
“Voice Biometrics: Increased Sevice, Increased Security”
Webcast On-Demand
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Since 2007, Australia’s largest healthcare specialist ahm (Australia Health Management) has successfully managed one of the largest public-facing deployments of speaker verification. With more than 400,000 yearly calls into its main contact center, ahm has implemented an automated voice verification system to provide quick, accurate authentication of callers enhancing member security and improving the customer experience.
In this webcast, ahm will discuss the project planning involved for voice biometric deployments including lessons learned and what the company would have done differently, enrollment strategies, challenges, benefits, and ROI savings.
Speakers:
Dan Miller – Senior Analyst, Opus Research
Rob Thomas – Manager Operations Business Systems, Australian Health Management (ahm)
Martyn Riddle – GM Marketing, Customer Contact Solutions, Salmat
To receive a copy of the slide presentation from the webcast, please email Derek Top, Director of Research, Opus Research.
“Voice Biometrics Update: Authentication at the Inflection Point”
Wednesday, September 30, 2009 (1 p.m. ET / 10 a.m. PT)
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Opus Research and Nuance Communications provide insight into the current state of the voice biometrics market now that the debate is well-beyond “whether the technology works.” In recent months, high-profile financial institutions, government agencies, health insurance underwriters, and hosted service providers have integrated voice authentication into their self-service and ID-verification infrastructures. These deployments have helped solidify voice biometrics as a field-tested technology.
Dan Miller, Senior Analyst with Opus Research, and Chuck Buffum, VP of Authentication Solutions at Nuance, will engage in a wide-ranging discussion highlighting:
- Three primary drivers that lead to a voice biometric deployment
- Current case studies from across the globe
- ROI justifications and the primary metrics used to measure successful deployments
This webinar is the latest in Opus Research’s “Visionary Series” – a set of live, interactive webcasts that take a glimpse into the not-too-distant future of telephony-based services.
Speakers:
Dan Miller – Senior Analyst, Opus Research
Chuck Buffum – VP of Authentication Solutions, Mobile & Enterprise Division, Nuance Communications
“Rich Phone Apps and Enterprise 2.0 Customer Care”
Webinar On-Demand – August 6, 2009
As part of the Thought Leadership Series, Opus Research and SpeechCycle discuss the next generation of phone-based customer care applications and services. It’s nothing short of the transformation of the IVR 1.0 to the Enterprise speech server 2.0.
Companies that capture the hearts, minds and long-term loyalty of their customers demonstrate the ability to anticipate and fulfill on their customers’ real-time demands. While the Internet has played an increasingly important part in the customer satisfaction equation, it still has not displaced the telephone as the primary channel for order capture, customer care and technical support.
This webcast, sponsored by SpeechCycle, is of special importance to customer care professionals, especially those trying to gauge the affect of Web 2.0, Social Media, Blogs and Twitter. In addition, we hope to promote a dialogue between contact center professionals and a new generation of application developers promoting “cloud-based” customer care and collaboration.
Speakers:
Dan Miller – Senior Analyst, Opus Research
Joe Bentzel – CMO, SpeechCycle
“Recombinant Telephony: Conversations from the Cloud”
Webinar On-Demand – May 13, 2009
Held in conjunction with BrightTalk and the first in our “Vision Series” of webinars, Opus Research brings together executives in planning, research and development from two of the largest communications companies on the planet. Big Infrastructure meets Big Network Operator to talk about the opportunities that arise at the intersection of VoIP, SIP, Web 2.0 and Social Networking. Together, we’ll engage in some truly “intelligent networking” designed to lift the fog on cloud-based models to simplify self-service, customer care and person-to-person communications.
Topics under discussion:
- Future Phones – What we look for in new devices, or talking to your Kindle; adding intelligence and security.
- Self-Service as a Service – How new network architectures and functions support Web-based commerce.
- Asymmetric Conversation Models – Calling on the wisdom of crowds.
- Conversational Commerce – How we’ll find out about businesses and products that we want.
Speakers:
Dan Miller – Senior Analyst, Opus Research
Mark Plakias – VP, Strategy, Orange Labs, R&D Division
Mike Bergelson – Director of Strategy, Voice Technology Group, Cisco
