Methodologies for optimizing speech applications have grown and evolved with the industry. Just as holistic views of the application replaced narrow efforts focused only on the recognition engine, the newest approaches step back even farther from the engine and examine caller success from dialing to hang-up. This course will teach you how to manage a successful optimization project to get maximum value from your speech applications. Topics include setting optimization objectives, understanding caller behavior and intent, measuring dissatisfiers and inefficiencies, and identifying the highest-impact improvement opportunities. Using actual case
studies and class exercises, the course will cover a framework and methodology that you can use to manage both in-house and vendor/partner optimization projects.