Learn how progressive companies are combining speech analytics solutions with other forms of customer contact such as chat, email, and social media. Attendees learn the details of a customer interaction analytics strategy, where they will be able to merge channels, provide early warning systems from different sources, conduct deep-dive root-cause analysis, and drive information to key stakeholders.

This session looks at one solution to build multichannel applications across voice, SMS, IM, mobile web, and Twitter that results in a common analytics engine across all channels and even allows that data to be brought into common industry business intelligence systems. Learn how you can “develop once and deploy anywhere” to understand how your customers are interacting with your application in whatever communications channel they choose to use.