At the SpeechTEK 2008 Conference and Exhibition hosted by Speech Technology Magazine this week in New York, NY, Convergys Corporation (NYSE: CVG), a global leader in relationship management, will share its insights on how to realize the enormous potential of speech technologies to improve business performance across automated self-service and agent-assisted customer service.
Convergys’ Dr. Matthew Yuschik, in the Company’s Relationship Technology Management organization, will deliver two presentations and host one conference session at SpeechTEK 2008.
- Speaking on “A Multimodal Interface for Call Center Agents,” Convergys’ Yuschik describes developer experiences designing a multimodal user interface using a standard design methodology, modified to include special steps for designing the voice and graphical components. In his presentation, he describes a formal procedure for evaluating and selecting voice-enable features to include with the GUI, and discusses product development stages and test results.
- Speaking on “Steps to Determine Multimodal Mobile Interactions,” Convergys’ Yuschik discusses how observing call center agents using a multimodal tool that overlays speech onto an existing GUI identified multimodal procedures that reduce the complexity and increase the efficiency of the transaction. This process becomes an early step in migrating an agent-enabled transaction in the call center to a self-service transaction performed by the caller on their mobile hand-held device. In his presentation, he describes the steps in the design procedure that highlight how call center agents become a test-bed for end-user multimodal User Interfaces.
- Convergys’ Yuschik also moderates a conference session on “Video and Speech,” which discusses how to harness video in VXML to quickly create rich voice and video applications, as well as how to author multimodal applications.
Convergys Senior Consultant Sunil Issar, from the Company’s Relationship Technology Management organization, will deliver a presentation and moderate two conference sessions during SpeechTEK 2008.
- Speaking on “Building Robust NLU Applications,” Convergys’ Issar discusses when it is appropriate to build Natural Language Understanding (NLU) technologies and how to build robust statistical models for optimal performance.
- Convergys’ Issar also moderates a conference session on “Preventive Medicine: Keeping Your Speech System Healthy,” which teaches attendees how to monitor and manage their speech applications throughout the application’s lifecycle. He also moderates a conference session on “Speech in CPG/Retail,” which focuses on how consumer packaged goods companies and retailers rely on speech technology in a variety of ways.
To view copies of the Convergys presentations, please click here. (http://www.convergys.com/company/news-events/event_details.php?event_ id=1) (Due to its length, this URL may need to be copied/pasted into your Internet browser's address field. Remove the extra space if one exists.)
To learn more about the Convergys speaker program and the availability of Convergys speakers and their topics, contact the speaker program director, Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com.
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ABOUT CONVERGYS
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For 25 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. We have approximately 75,000 employees in 87 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
Contacts:
Business and Financial Media -- John Pratt
+1
513 723 3333 or john.pratt@convergys.com
or
Trade
Media -- Jeff Hazel
+1 513 723 7153 or jeff.hazel@convergys.com
