Before you make changes to your IVR, it’d be nice to get a guarantee that the savings from the changes will cover the investment costs. This presentation describes a method of using analytics to get such a guarantee.

When enterprises undertake speech technology projects in piecemeal fashion, one point solution at a time, the result is application silos, fragmented architectures, and disjointed caller experiences. Today, callers expect integrated service, and with the right technology and methodology, an enterprise can go beyond point solutions to automate a much higher proportion of caller minutes. This presentation discusses how enterprises are rolling out integrated suites of speech applications, fronted by intelligent call steering, that share personas, service processes, caller data, business rules, and backend integration.