On-demand Webinar

The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond


 

For years, investments in the voice channel have taken backseat to digital. But with the rapid rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice in a world where consumers want to engage through channels and devices beyond the phone. With loyalty and revenue at stake, now is the time to reevaluate the role of voice in your organization's omni-channel customer engagement strategy.

Webinar Topic
The Reboot of Voice: Transform Customer Engagement in the IVR and Beyond
Date and Time
On-demand
Duration
45 minutes, plus Q+A
Watch this Webinar featuring guest Art Schoeller, Vice President and Principal Analyst at Forrester Research to learn:

Advancements in AI fueling the development and evolution of conversational voice interactions including speech recognition, text-to-speech (TTS), Natural Language Understanding (NLU), biometrics, machine learning and deep learning
Strategies for delivering consistent, conversational voice experiences within and across IVR, virtual assistants and IoT devices
Building the business case and gaining buy-in for a reboot of voice at your organization

About the presenters

Art Schoeller
VP and Principal Analyst
Forrester Research

As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery (AD&D) and professionals who plan, build, and run unified communications and contact center workloads for enterprises. Art's 35 years of experience span the computer, communications, and software industries. He has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500 million in software and services sales and 1 million seats of cloud computing.

Rachel Ashby
Senior Principal Product Marketing Manager
Nuance

Rachel Ashby is the Senior Principal Product Marketing Manager for Nuance Core Technologies, including automatic speech recognition, text-to-speech and transcription engine, and Nuance Analytics. Before joining Nuance, she worked in various worldwide marketing and sales positions at IBM, including driving IBM Cloud marketing strategy, development and execution for global multi-million-dollar campaigns. As an Associate Partner in IBM Global Services, Rachel worked closely with some of IBM’s largest Fortune 100 clients to plan and deliver successful software deployments. She has over 20 years of experience in the high-tech industry.

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