Announcement: 2nd Belgian Speech Technology Seminar, Feb. 12, 2008


Next month, the ContactCentres.be Speech Technology Workgroup organizes its second half-day seminar on “Speech Applications: Customer Experiences in Belgium”. The first edition in November 2006 already attracted a sizeable audience, so to accommodate the expected larger turnout the organizers chose as new venue Belgacom Towers, next to Brussels North Station. The event takes place on Tuesday Feb. 12, 2008 in the afternoon.

Tom Houwing, director of VoiceAndVision, will provide the introductory and closing note. In between, speakers from Belgacom (Lisa/1234 + Call Center), BeTV, Leroy Merlin and the Royal Meteorological Institute will present specific customer implementations. The seminar languages will be Dutch, French and/or English.

The event is sponsored by Acapela, ContactCentres.be, DBScape, Genesys, Nuance, Quentris and The Ring Ring Company. Access is free, but preregistration is required. For more details, visit the ContactCentres.be registration page, where you will also find a detailed programme and time schedule.

See you there!

One Response to “Announcement: 2nd Belgian Speech Technology Seminar, Feb. 12, 2008”

  1. [...] At this stage the Leroy Merlin project focus seems to have been more on back-end CRM integration than on front-end speech automation - speech recognition is indeed still on the to do list. Like the Banksys case presented at the previous seminar, speech technology often only comes into play after the necessary back-end processes have been put into place. In a way, this is good, because it reduces project complexity and prevents speech technology or classic IVR front-ends from getting blamed for failing back-end processes. This being said, there’s not much point either in creating wonderful back-end solutions if they can’t be reached because of an overly complex IVR menu structure. As far as I can recall, the presentation did not mention any hard figures on customer satisfaction. In any case, my advice to Leroy Merlin would be to benchmark the current DTMF-only interface, have a VUI expert – not an engineer! – design the speech interface, implement it, and measure customer satisfaction and other relevant business key performance indicators again. [...]

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