The Virtual Summit
Banner-Connected_Customer2017

SPONSORS: Aspect | BenchmarkPortal | CallMiner | CXPA | inContactNICE CXA | Omega | Verint | West

Your Briefcase

Please Login or Register
Back

Modern IVR: Building a Solid Foundation for the Customer Journey- Aspect

Tuesday Mar 21, 4:00 PM – 5:00 PM EDT — Recording link


Digital self-service — mobile, chatbots, AI and more — has garnered a lot of hype. But before brands jump in head first, they need to ensure they’re building on a solid foundation. Find out how you can enhance your existing IVR with advanced concepts such as context continuity, caller intent prediction, and adaptive intelligence, while using channels, such as SMS, to improve IVR effectiveness.

Presenter:

Tobias Goebel, Director, Emerging Technologies at Aspect Software

Tobias Goebel Tobias Goebel, Director, Emerging Technologies at Aspect Software
Tobias has over 12 years of experience in the IVR, self-service and contact center industry with roles spanning engineering, consulting, sales engineering, program and product management. As part of Aspect's product management and marketing team today, he works on defining the future of the mobile customer experience, which will incorporate channels such as mobile apps, text, voice, chat, social. He is a frequent speaker and blogger on topics around customer service and the general SoLoMoClo (Social, Local, Mobile, Cloud) trend. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.