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 iPhones and Androids and IVRs: Customer Self-Service in the Smart Phone Age

This webinar was originally broadcast on:

Thursday, November 03, 2011 12:00 PM EDT / 9:00 AM PDT / 5:00pm London

Interactive Voice Response and Voice Portals have long been the mainstay customer self-service solutions used to front-end and off-load contact center agents. As more and more people trade-up to smart phones, what is the impact on these traditional customer self-service solutions? Where does the lowly audio menu and touchtone interface fit into a communications continuum that now puts the broadband multimedia web in customer pockets? What are the new end user expectations for customer service and how can IVR solution providers enable their customers to meet them?

Join this webinar and learn about today’s consumer preferences for customer service based on recent surveys by market research firm OVUM, and the implications for innovating self-service solutions such as IVR.

Presenters

Daniel Hong
Lead Analyst, Customer Interaction
OVUM

Daniel Hong is part of Ovum Telecom group's enterprise team where he heads the firm’s global Customer Interaction research and consulting practice. As the program manager and lead analyst for Customer Interaction, Daniel is responsible for the direction of contact center, self-service and customer experience research. His work focuses on analyzing trends, strategies and practices for customer service technologies across CRM, enterprise, social media, mobile and ubiquitous computing environments. He has been quoted numerous times in Business 2.0, DestinationCRM, The Economist, Wall Street Journal, Financial Times and NPR and regularly contributes articles to Speech Technology Magazine and other publications



Bud Walder
Marketing Director
Dialogic Corporation

As marketing director for Dialogic, Bud Walder is responsible for unified communications and contact center market segment strategy and supporting activities. Dialogic is a leading provider of media and signaling platforms for the unified communications and contact center markets. The platforms enable service providers, developers and system integrators to create and deliver innovative and efficient communications services, content and applications.

Before joining Dialogic in 2006, Walder spent 20 years in enterprise communications systems sales and product management at Intel Corporation, Brother International Corp and Office Business Systems, Inc. Walder holds a BA degree in economics from Rutgers University.


Moderator

Erik K. Linask
Group Editorial Director
TMCnet

Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.


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