Webcasts
“Multi-Channel Customer Care: A Survey of Consumer Preferences”
Thursday, February 18th, 1 p.m. EST / 10 a.m. PST
Free Webcast – Sign-up 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
